Job Information
Hotel Equities Guest Services Representative - Residence Inn Akron, OH in Akron, Ohio
Full Time
Akron, OH, US
Salary: $16.50 Hourly
Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently seeking a remarkable Guest Service Representative for the Residence Inn Akron South/Green in Akron, Ohio . This position pays $16.50 per hour.
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:
Starting Wage: $16.50 per hour
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