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    Guest Service Representative - Albany, United States - Hilton Garden Inn Albany/SUNY

    Hilton Garden Inn Albany/SUNY
    Hilton Garden Inn Albany/SUNY Albany, United States

    3 weeks ago

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    Description

    JOB SUMMARY

    The Guest Representative is responsible for providing attentive, courteous and efficient service to all guests prior to arrival and throughout their stay, while maximizing suite revenue and occupancy. He/she is also responsible for all reservation and inquiry calls during their shift. He/she is expected to actively develop superior service skills in dealing with clients, guest, and co-workers.

    QUALIFICATION STANDARDS

    EDUCATION & EXPERIENCE

    • Experience in hotel or a related field preferred.
    • Hilton/OnQ experience preferred.
    • High school diploma or equivalent required.
    • Associate or bachelor degree with an emphasis in Hotel Management, Hospitality Management and/or related fields preferred.
    • Must be fluent in English.

    PHYSICAL REQUIREMENTS

    • Long hours sometimes required.
    • Must be able to work evenings, weekends and holidays as needed.
    • Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
    • Ability to stand during entire shift.

    MENTAL REQUIREMENTS

    • Must work well in stressful, high pressure situations.
    • Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.
    • Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
    • Must maintain composure and objectivity under pressure.
    • Must be able to convey information and ideas clearly.
    • Must be able to evaluate and select among alternative courses of action quickly and accurately.

    DUTIES AND RESPONSIBILITIES

    SERVICE ATTITUDE AND COMMUNICATION

    • Maintain high standards of personal appearance and grooming, which include compliance with Brand dress code and uniform requirements.
    • Maintain a professional and friendly demeanor at all times.
    • Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
    • Must be always attentive, courteous and efficient in the dealings with clients, guests, managers and all other employees.
    • Demonstrate a genuine care and commitment to guest service.
    • Greet and welcome all guests approaching the front desk in accordance with Brand standards.
    • Develop a team player attitude for the good of the hotel.

    GUEST REPRESENTATIVE RESPONSIBILITY

    • Provide attentive, courteous and efficient service to all guests prior to arrival and throughout their stay.
    • Handle check-ins and check-outs in a friendly, efficient and courteous manner.
    • Respond to all guests' requests, problems, complaints and/or accidents presented at the front desk or through reservations in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
    • Answer all guest inquires (i.e. hotel services and amenities, the area, etc.).
    • Ensure delivery of packages, mail and messages as needed to guests.
    • Follow all Brand credit policies.
    • Be aware of all rates, packages and special promotions. Be familiar with all in house groups. Be aware of closed out and restricted dates.
    • Obtain all necessary information when taking room reservations and follow rate quoting guidelines.
    • Fully understand and be able to operate all relevant aspects of the front desk computer system.
    • Focus on his/her role in contributing to guest satisfaction surveys.
    • Demonstrate appropriate phone skills.
    • Use brand selling guidelines as part of the inquiry call process.
    • Consistently perform above average in the mystery call process.
    • Follow up on all wait list reservations.
    • Manage suite inventory.
    • Complete shift responsibility checklist.
    • Keep front office area clean and organized.

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