Guest Service Representative

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable *Guest Service Representative *for the *TownePlace Suites* in Ellensburg, WA.
*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.
Promote “preferred” guest program and provide recognition and benefits to all current members.
* Accept payment for guests’ accounts both at the time of registration and at checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Cash checks and exchange currency for guests * Issue key to and control entrance of safety deposit boxes.
Post miscellaneous charges as requested.
* Promptly respond to and resolve guest complaints * Answer 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 (If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner * Assist guests with luggage upon their arrival to and departure from the hotel * Use the guests’ names * Be knowledgeable and helpful about the local area, the hotel and hotel services * Handle messages, wake-up calls, mail, and faxes properly * Assist guests’ with laundry/dry cleaning needs * Know of incoming VIPs * Follow all applicable Company Standard Operating Procedures.
* Perform other assignments as directed by the General Manger.
* 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 open line of communications with each department * Communicate pertinent information * Respond positively to new ideas * Openly accept critical/developmental feedback * Maintain effective communication through the use of meetings, log books and bulletins * 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, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items * Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets * Have full understanding of franchise honors program * Ensure all customers establish credit upon check-in.
Improves timeliness of cash flow by adhering to all established credit and inventory control procedures: * 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 log book for next shift * Report potential sales contacts to the sales department protection of guests’ room numbers.
*Qualifications and Requirements:* High School diploma /Secondary qualification or equivalent.
Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.
*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 hotel is located and its attractions.
* Most work tasks are performed indoors.
Temperature is moderate and controlled by hotel environmental systems.
* Must be able to stand and exert well-paced mobility for up to 4 hours in length.
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 used often 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:* _Insurance:_ Medical, dental, vision insurance available for full-time employees and their family; Short-term and Long-term Disability Insurance; Supplemental Life Insurance; and Flexible Savings Account _Retirement:_ After 6 months of employment, employees are eligible to enroll for 401k with up to a 5% company match _Paid Time Off_: Vacation Time - 80 hours on your first 3 years of service; Sick Time – 1 hour accrued per 30 hours worked _Paid Holidays_: New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas Day _Other benefits:_ Payactiv- same day pay up to $100 per pay period, Career Growth Opportunities/ Manager Training Program, Reduced Room Rates throughout the portfolio, Third Party Perks (Movie Tickets, Attractions, Other) Job Type: Part-time Pay: $16.
79 - $17.
50 per hour Benefits: * 401(k) * Dental insurance * Employee discount * Flexible schedule * Health insurance * Paid time off * Vision insurance Schedule: * 8 hour shift Work setting: * In-person Work Location: In person