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Springfield

    Guest Service Representative - Springfield, United States - Hampton Inn by Hilton

    Hampton Inn by Hilton
    Hampton Inn by Hilton Springfield, United States

    1 week ago

    Default job background
    Description

    Every day we work with our guests colleagues and business partners to drive better outcomes. A career with offers a rewarding path for career development and an opportunity to join a team of growing energetic professionals. Come and join our growing family

    Responsible for checking guests in and out of the hotel making reservations and assisting with general information. A Guest Service Agent is responsible for completing shift checklist as required by Guest Services Manager/Supervisor and maintaining the high standards of service and hospitality.

    General Accountability:

    • Provide the highest quality of service to the customer at all times
    • Promptly and effectively handle guest complaints and requests
    • Check guests in and out efficiently and in a friendly manner
    • Post guest charges and compute guest bills collect payment and make change for hotel guests
    • Follow all cash handling procedures as required
    • Handle guest mail and messages per established procedures
    • Develop a thorough knowledge of room locations room rates amenities and selling strategies
    • Take reservations on property
    • Block rooms and handle special requests
    • Monitor room availability
    • Handle safe deposit boxes used by guests per established procedures
    • Keep lobby and desk area clean and presentable
    • Have a thorough knowledge of emergency and security procedures
    • Offer and properly handle requests for wake-up calls
    • Ensure all rooms are check in property and a valid and working form of payment is collected
    • Communicate with incoming staff and management by logging pertinent information in the pass on log
    • Keep maintenance informed of all maintenance needs
    • Must wear proper uniform at all times in accordance with Standards
    • Participate in any sales lead generator (will vary by property)
    Specific Essential Tasks/Duties:
    • Must be able to complete all required training in timely manner as required by the brand
    • Participate in daily and weekly team meetings
    • Be familiar with daily hotel revenue goals and execute tasks and responsibilities to achieve these goals
    • Process guest arrivals and departures including all necessary payments.
    • Handle & coordinate room assignments and pre-arrivals.
    • Handle guests concerns.
    • Offer referral for services and handle requests for information.
    • Handle and store guest luggage.
    • Assist with the check-in and check-out of groups and tours
    • Answer switchboard with standards of proper telephone etiquette
    • Communicate with housekeeping on any issues guest request early arrivals late departures
    • Perform all duties as indicated in the shift checklist report
    • Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate and culture.
    • Must be able to work varying shifts and time schedules as needed (days nights weekends and holidays).
    Behaviors

    Preferred
    • Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
    • Team Player: Works well as a member of a group
    • Enthusiastic: Shows intense and eager enjoyment and interest
    Motivations

    Preferred
    • Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
    • Goal Completion: Inspired to perform well by the completion of tasks
    • Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
    • Self-Starter: Inspired to perform without outside help
    General Notes
    • This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.
    • Management reserves the right to change this job description, job responsibilities, duties, and working hours as needs prevail.
    • If requested in accordance with applicable law, the Company provides reasonable accommodation to known physical or mental limitations of an otherwise qualify team member with a disability to allow him/her to perform essential functions of the job unless the accommodation would impose an undue hardship on the Company.
    • The Company is an at-will employer. This job description is a guideline and does not constitute a written or implied employment contract.
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