GUEST SERVICE REPRESENTATIVE

Guest Service RepresentativeThe Guest Service Representative at the Residence Inn Killeen serves as the first point of contact for guests and manages all aspects of their accommodation. Guest Service Representative responsibilities include registering guests, managing reservations, and providing information about rooms, rates, and amenities.Responsibilities:Greet guests and complete the check-in processInput and retrieve information from the computer and PMS systemConfirm guest information, room rate, selection of room, code electronic keysProvide information to guests about hotel amenities & local areaAssist guests with check-outEnsure rooms and services are correctly accounted and chargedHandling money, processing credit and debit cards, accepting various forms of payment, and processing gift certificatesDemonstrate knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledgeUse up-selling techniques and promote marketing programs to maximize room occupancy and profitAnswer and manage phone calls in a timely manner, managing multiple tasks at onceRespond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient mannerField guest complaints, conduct research, and resolve and negotiate solutions for guest satisfactionReceive, retrieve, and relay messages and packages to guestsOther duties as assignedRequirements:Front desk experience preferred, but will train the right fitExperience with the brand a strong plusHighly motivated and self-directedExceptional customer service skills requiredMust possess strong computer skillsAbility to move, and occasionally lift up to 20 pounds and stand for extended periods of timeExcellent English communication skills both written and verbalA can-do attitude and a hands-on approachA flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotelOur CompanyMCR is the 3rd-largest hotel owner-operator in the United States.Founded in 2006, our company has offices in New York City, Dallas, Chicago, and Richmond, Virginia.MCR has a $5.0 billion portfolio of 148 premium-branded hotels containing more than 22,000 guestrooms across 37 states and 106 cities.MCR has more than 7,000 team members across the country and operates hotels under 9 Marriott brands, 8 Hilton brands and a number of unflagged independent hotels.MCR was named one of Fast Company's 10 Most Innovative Travel Companies of 2020.MCR is a three-time recipient of the Marriott Partnership Circle Award, the highest honor Marriott presents to its owner and franchise partners, and a recipient of the Hilton Legacy Award for Top Performer.For the TWA Hotel at New York's JFK Airport, MCR won the Development of the Year (Full Service) Award at The Americas Lodging Investment Summit (ALIS), the Urban Land Institute New York Excellence in Hotel Development Award and the American Institute of Architects national Architecture Award, the highest honor given by the AIA.