Guest Service Representative

$31,200 - $33,280/Yr

Holiday Inn - Roseville, MI

Full-time - Entry Level

Roseville, MI

Accommodation

About the position

The Guest Service Representative at Holiday Inn Express & Suites serves as the first point of contact for hotel guests, ensuring a welcoming and efficient check-in experience. This role is crucial in delivering exceptional customer service, addressing guest needs, and maintaining communication with various hotel departments to enhance the overall guest experience.

Responsibilities

• Welcome arriving guests and complete the hotel's arrival/check-in experience, ensuring special requests are fulfilled and accurate information is received.
• Engage in purposeful communication and build rapport with guests, creating an open dialogue to uncover guest expectations and unrealized needs.
• Effectively engage with guests through phone or electronic communication consistent with hotel brand standards to ensure guest satisfaction.
• Promote hotel brand loyalty programs, encourage guest participation, and offer special rate packages and upgrades when appropriate.
• Effectively communicate with hotel departments to ensure timely and accurate delivery of guest expectations, fulfillment of needs, and challenge resolution.
• Listen to guests and empathize with their challenges, soliciting feedback and acting on concerns when necessary.
• Maintain professionalism consistent with hotel brand and company expectations, including knowledge of hotel emergency procedures.
• Use hotel communication log and verbal or electronic means to notify fellow associates and/or supervisors of pertinent information.
• Maintain balance and security of house bank and accurately log all transactions.

Requirements

• 1+ years of customer service experience, preferably in Hospitality or related industry
• High School diploma or equivalency education certificate required
• Excellent verbal and written communication skills
• Must be able to speak, read, and write in primary language used in the workplace
• Ability to stand and walk frequently throughout the workday for 8+ hours
• Lift, lower, and maneuver up to 30 pounds occasionally

Benefits

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance