Guest Services Representative Mar Monte Hotel Santa Barbara, CA

Job Description

Job Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently seeking a remarkable Guest Service Representative for the Mar Monte Hotel in Santa Barbara, CA.

Job Purpose:

Responds in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information , and guest concerns. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.

• Greet and welcome guests upon arrival.
• Register guests into the computer, verifying reservation, address, and credit information.
• Accept payment for guests’ accounts at both registration and checkout.
• Promptly respond to and resolve guest complaints
• Answer the telephone promptly and properly, being polite, courteous, and friendly
• Be friendly, thorough, accurate, and efficient in taking reservations
• Be friendly, thorough, accurate, and efficient in performing Check-ins
• Be friendly, thorough, accurate, and efficient in performing Check-outs
• Be knowledgeable and helpful about the local area, the hotel, and hotel service
• Know of incoming VIPs and returning Guests
• Follow all applicable Company Standard Operating Procedures.
• Perform other assignments as directed by the Front Office Manager / General Manager.
• Be an enthusiastic, helpful, and positive member of the team
• Be professional, responsible, and mature in conduct and behavior
• Be understanding of, encouraging to, and friendly with all co-workers
• Be self-motivated and use time wisely
• Maintain an open line of communication with each department
• Communicate pertinent information
• Respond positively to new ideas
• Openly accept critical/developmental feedback
• Maintain effective communication through the use of tracking, passing on information, meetings, and email
• Be available to help other departments in emergency situations
• Adhere to all work rules, procedures, and policies established by the company, including, but not limited to, those contained in the associate handbook.
• Safety and Security Skills
• Properly handle and account for keys
• Be knowledgeable of policies regarding emergency procedures and security concerns
• Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
• Have complete knowledge of hotel rooms
• Increases revenues by offering customers upgraded rooms
• Ensure all customers establish credit upon check-in.
• Verifies all information on reservations check-in: name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions and notifies accounting
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates the log book for the next shift

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

This job requires the ability to perform the following:

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where the hotel is located and its attractions.
• Must be able to stand and exert well-paced mobility for up to 4 hours in length. The length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 15 lbs occasionally.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability, and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates
• Vision occurs continuously, with the most common visual functions being those of near vision and depth perception.
• Ability to spend extended lengths of time viewing a computer screen.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment

Other:

• Being passionate about people and service.
• Strong communication skills are essential when interacting with guests and employees.
• Reading and writing abilities are often used when completing paperwork, logging issues/complaints/requests/ information updates, etc.
• Basic math skills are used frequently when handling cash or credit.
• Problem-solving, reasoning, motivating, and training abilities are often used.
• Have the ability to work a flexible schedule, including nights, weekends, and/or holidays

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture
• Dental and Medical
• Vacation & Holiday Pay
• Career Growth Opportunities/ Manager Training Program
• Reduced Room Rates throughout the portfolio
• Third Party Perks (Movie Tickets, Attractions, Other)
• Referral program