Guest Service Representative

$36,400 - $36,400/Yr

Mainstay Suites - Centennial, CO

Part-time,Full-time - Entry Level

Centennial, CO

Accommodation

About the position

The Guest Service Representative (GSR) plays a crucial role in providing exceptional service to hotel guests, ensuring a smooth check-in and check-out process while adhering to brand standards. This position involves handling guest inquiries, processing payments, and maintaining a welcoming environment, all aimed at enhancing guest satisfaction and loyalty.

Responsibilities

• Organize, confirm, process and conduct all guest check-ins/check-outs, room reservations, requests, changes and cancellations in a friendly and responsive manner.
• Secure payment, verify billing, verify customers' credit and establish how the customer will pay for the accommodation.
• Compute bill, collect payment and make change for guests.
• Ensure that all service provided is consistently prompt and courteous and designed to meet high standards of quality to result in guest satisfaction and repeat business.
• Keep current on hotel policies concerning room/sign rates, group and other discounts and special offerings.
• Maintain proficiency in all location computer and software systems.
• Issue room keys, identify and explain room features to guests.
• Supply guests with directions and information regarding property amenities, services, hours of operation and local areas of interest.
• Run reports of room availability/inventory management and guest accounts and post payments to guest folios.
• Perform bookkeeping activities including running reports and posting payments to guest folios.
• Respond to guest comments or complaints, referring customers to GM as necessary.
• Contact housekeeping or maintenance staff when guests report problems.
• Know the property's emergency procedures and respond to any/all emergency situations in a timely manner.
• Assist other associates in completing their respective duties, as necessary, to achieve guest ready rooms, public areas and outstanding customer service.
• Clean and maintain lobby area, entrance doors, sidewalks, and emergency exit.
• Work in laundry room area loading and unloading washers and dryers and folding linens.
• Wear appropriate attire per the dress code.
• Notify GM or Maintenance Support of any needed repairs.
• May serve as Manager-on-Duty in GM and AGM absence.
• May be asked to stay on site in the event of a catastrophe.

Requirements

• 1 year hospitality experience preferred.
• Work Authorization required.
• Flexible schedule required.

Nice-to-haves

• Experience in customer service roles.
• Ability to work evenings, weekends, and holidays.

Benefits

• Health and Dental Insurance for Full Time Associates
• 401(k) with Employer Match for all Associates
• Paid time off for ALL Associates per Associate Guide
• Six company paid holidays for Full Time Associates
• Time and half for hours worked on designated holidays for all Associates
• Employee Assistance Program for Associates and household members
• Retention Bonus program
• Employee Discount Program
• Employee Hotel Guest Room Program
• Employee Referral Program