Guest Services Representative - Residence Inn Akron, OH
13 days ago
Akron
Job Description 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., • 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