Guest Service Representative

Embassy Suites Knoxville/West, TN - Knoxville, TN

Part-time - Entry Level

Knoxville, TN

About the position

The Guest Service Representative at Kana Hotel Group plays a crucial role in delivering exceptional service to guests, ensuring a welcoming atmosphere and efficient check-in/check-out processes. This part-time position requires flexibility to work evenings, weekends, and holidays, contributing to the hotel's mission of providing high-quality service and value to guests.

Responsibilities

• Greet guests and perform check-in/out procedures.
• Follow all cash and credit card procedures required by hotel and brand standard.
• Check house count to determine the rooms available for the day.
• Review credit limit exception report & get additional approval if necessary.
• Check expected departures for today & clear checkouts or extend stays after checkout time.
• Update housekeeping room status when received from housekeeping.
• Balance departments from daily activity report at the end of shift.
• Perform cashier shift change when cash is in balance.
• Explain any of the hotel's promotional items to each guest checking in & give them to any guest who requests them.
• Mention various hotel amenities to guests during lags in phone or in-person conversations.
• Respond promptly to any guests' inquiries or complaints; offer alternate solutions if guest demand cannot be met.
• Demonstrate commitment to servicing the guest by being hospitable and accommodating.
• Document any guest accidents by completing the accident report form.

Requirements

• High School diploma or GED preferred.
• One year hospitality experience required.
• Customer service experience required.
• Experience handling cash and credit card procedures.
• Attention to detail.
• Knowledge of the hotel layout, all amenities offered, and all procedures & organization.
• Knowledge of local geographic area, area businesses & services, major highway/street information, and community events & attractions.

Benefits

• 401(k)
• Dental insurance
• Disability insurance
• Employee discount
• Food provided
• Health insurance
• Life insurance