Guest Services Associate

Raines Co. - Your Future is Now!Position Summary: The Guest Services Associate is responsible for providing exceptional customer service to guests by assisting with inquiries, reservations, check-ins, and overall guest satisfaction. This role involves handling phone calls, responding to guest requests, resolving concerns, and ensuring a welcoming and positive experience. Strong communication, problem-solving, and multitasking skills are essential.Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.We offer comprehensive Medical/Dental/Vision benefits, 401K, a generous PTO program, and the opportunity to join a winning culture recognized for rewarding our best with opportunities to advance their career within the company.Essential Job FunctionsEnsures Outstanding customer service at all timesMaintains a friendly, professional, cheerful, and courteous demeanor at all timesAccurately answers inquiries from potential guests and accepts hotel reservationsConsistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgencyResponds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashionResolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality serviceBuilds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)Prepares breakfast in accordance with Brand or Hotel standardsCleans common areas as needed or as assigned to include sweeping, mopping, and dustingReports any technical issues to maintenanceInventories breakfast items and provides order requirements to managementReceives deliveries and ensure items delivered match paperwork, reporting any discrepancies to driver and managementEnsures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional mannerCross checks all billing instructions to ensure they are correctly updatedEnsures payments are made or on file for each guest and that billing is routed for groups correctlyCompletes cash transactions and maintains full responsibility for personal bankAssists all departments in servicing the guests especially during high volume periodsAttends meetings as requiredExperience and Education:Experience in customer service, forward-facing, or other guest-related positionsExperience in the hospitality industry, hotels, restaurants or similar in various roles preferredProficient in Microsoft 365 or similar computer applicationsMinimum High school diploma, GED or equivalentRaines is proud to be an Equal Opportunity EmployerWe are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, national origin, disability, genetic information or any other protected characteristic as outlined by federal, state, or local laws.This description is a summary of primary responsibilities and qualifications. The job description is not intended to include all duties or qualifications that may be required now or in the future. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Pre-employment background check required.EEO/D/VApplication Tips: We encourage job seekers to protect themselves from email and recruiting scams. Please note: 1) We do not accept applications via email or fax; 2) We never ask for money as part of the application process; 3) We only contact job applicants from approved email domains.