Guest Services Representative

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business.

Property Address: 2601 Perdue Springs Dr. Chester, Virginia 23831

The Guest Services Representative will assist the guests efficiently, courteously, and professionally in all front office related functions. The Guest Services Representative will cover all aspects of the front office when the General Manager is not present.

Essential Duties and Responsibilities

• Ensures reservations are taken correctly and courteously
• Represent hotel in a professional and courteous manner, check guests in and out in a timely and efficient manner
• Must be proficient in computer operating system
• Available at all times to deal with guest issues in a professional manner
• Notify General Manager or equivalent immediately of any guest, employee, or cash concerns
• Provide guidance to property staff as needed
• Ensure compliance of safety and security standards
• Reports to Regional Operations Manager in General Manager’s absence
• Responsible for bank deposits in General Manager’s absence
• Identify and follow up on life/safety issues and inspection issues
• Notify General Manager or equivalent immediately of any safety and/or security violations of policy
• Leave all desk and office areas in a clean and neat manner
• Take responsibility for ensuring that property is always clean and free of any trash and debris

Essential Qualifications

• Possess a valid driver’s license, current auto insurance and a functioning automobile
• Ability to read, understand, interpret information found in a variety of reports and other internal hotel information
• Read, speak, write and understand the English language to interact with guests, staff, handle administrative duties, etc.
• Sufficient mathematical skills to calculate room revenue, average rate, occupancy percentage and count and balance a cash bank, etc.
• General computer proficiency
• Possess thorough knowledge of Front Office and related department operations, service standards and techniques, guest relations and etiquette, upselling techniques, to ensure the effective operation of the front office and related departments (examples include providing high level of service, effective staff training, proficient problem solving, effective cost controls, etc.).
• Possess the knowledge and ability to perform a variety of front office and related positions in response to business needs
• Ability to compose and express thoughts concisely to ensure effective communication
• Ability and flexibility to work long hours on a regular basis and as business conditions demand
• Ability to manage multiple activities often in stressful situations with time constraints
• Ability to use time management skills to effectively get task accomplished
• Ability to make effective judgment on all facets of front office operations and staff, and the ability to effectively solve guest and operational problems

Work Environment and Physical Requirements

• Indoor work with hard and carpeted surfaces
• Standing for up to eight (8) hour shifts
• Must be able to remain in a stationary position 50% of the time
• Occasionally required to sit; climb, balance; stoop, kneel, crouch or crawl
• Must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
• Extensive use of hands and fingers for manipulation of keyboard, answering phone calls, calculator, copy machine, computer printer and other office productivity machinery.
• May be exposed to extreme weather conditions, cold, heat, rain if at an exterior property
• Use of computer terminal, which requires extensive eye contact with a video display terminal.
• The person in this position frequently communicates with employees/vendors. Must be able to exchange accurate information in these situations.
• Travel to other properties within the market and to the bank

Perks & Benefits

• Easy to follow training programs & supportive team throughout the onboarding process
• Health, dental, vision, life and disability insurance for full-time employees
• 401k with company match
• PTO for full-time employees
• Sundays off and no late shifts!
• Weekly payroll

Electronic Acknowledgement: When selecting the “Accept” or “Acknowledge” box, I am agreeing that I have read, understand and agree to this policy. The policy is Electronically Countersigned by InTown Suites upon your Acceptance in Workday.

Disclaimer: The Company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by managers/supervisors as deemed appropriate. This document does not represent an expressed or implied contract of employment nor does it alter your at-will employment, and the Company reserves the right to change this job description and/or assign tasks for the employee to perform, as the Company may deem appropriate.

About InTown Suites

InTown Suites is one of America’s largest wholly-owned economy extended stay hotel brands with 196 properties in 22 states. Since 1989, this extended stay brand has experienced high occupancy rates, leading to sustained growth and stability for its employees, even during economic downturns. InTown Suites provides apartment-style suites that are designed for extended weekly, monthly, or even longer stays and includes in-room kitchens with a full-size refrigerator, two-burner stovetop, and microwave. Fully renovated premium suites also provide a brand new kitchen with more comfort and storage for guests. It’s sister brand, Uptown Suites, is the newest way to extended stay with 8 extended stay properties across the country. InTown and Uptown Suites are proud to provide our employees with a culture that embraces and is committed to building a diverse, equitable, and inclusive workforce. Come join our 1,400 (and growing) team members!

InTown Suites Mission

We work hard to live up to our mission and our core values. For us, these are not just words; they are the reason we exist. They’re why we get up in the morning! Therefore, we’re proud to share these with you.

Our Mission

We make every guest stay memorable with small gestures that make a big difference. So what does this mean? It means we’re friendly and caring and that we seize opportunities to brighten your day. We want to do good – and do well.

Core Values

• Unexpected Delight – We deliver wow in the now by speaking and acting with warmth and graciousness, constantly delivering through “little things that go a long way.” We make our guests feel special, not just safe. It’s these small, positive moments that surprise people.
• Efficiency – Like anyone on a budget, we do more with less. We keep it simple and always consistent and approach everything with clarity and self-discipline. Common sense is key.
• Unity – We support one another, celebrate successes, and have each other’s backs. We speak freely, communicate often, and respect one another. Ultimately, we work together in harmony and with a sense of purpose.
• Integrity – We do the right thing even when no one is watching. Honor and integrity are everything. We are accountable for our actions and trust each other.
• Passion – We go all in! We’re a culture of doers. We’re hungry and driven to make things better, smarter, and easier. We are resilient and resourceful. We love what we do and the value it creates for our guests.

Competitive Compensation and Benefits Package

• Weekly pay
• Exceptional work/life balance
• Paid Personal Time Off (PTO)
• Comprehensive training programs
• Competitive starting salaries
• Bonus Potential
• Health, dental, vision, life and disability insurance
• 401(k) with company match