Guest Service Representative/Front Desk

Company: Four Points by Sheraton
Location: Birmingham
Posted on: November 24, 2022

Job Description:

Do you have a heart for service?

Do enjoy smiling?

Do you enjoy working as part of a team?

Job Overview:

The Guest Service Representative is typically the guest's first interaction with the hotel so we need to make sure it is consistently a positive one. Each guest needs to be welcomed and acknowledged with a smiling face. GSRs are responsible for ensuring we provide the highest level of guest service and that our standards are met and maintained at all times. with a combination of a passion for the job and the right communication with other departments, GSRs have the ability and empowerment to make the guest's experience more than MEMORABLE. GSRs must have a positive and professional upbeat personality with a desire to deliver outstanding customer service to our guests.

Role and Responsibilities

*Financial Returns: *

- Perform accurate check-ins and check-outs of guests daily.

- Make reservations over the phone and in person.

- Perform job functions with attention to detail and accuracy.

- Ensure credits and adjustments are correct.

- Communicate supplies needed to work effectively.

*People: *

- Follow directions thoroughly.

- Work cohesively with co-workers as part of a team.

- Live and demonstrate the company's core values.

- Work with minimal supervision.

- Effectively communicate with guests, management, and co-workers to their understanding.

*Guest Experience: *

- Greet guests in a friendly and professional manner.

- Engage each guest as a unique individual and listen attentively to their requests

- Understand guests' service needs.

- Answer the telephone in a timely and professional manner.

- Anticipate and address guests' service needs.

- Maintain confidentiality of guest information and pertinent hotel data.

- Listen and respond to guest complaints and ensure corrective action is taken in a timely manner to achieve complete guest satisfaction.

- Run daily reports to check reservations for accuracy and identify any guest special requests.

- Responsible for completing all training in a timely manner.

*Responsible Business: *

- Keep the work area neat and tidy.

- Uniform and personal appearance are kept clean and professional and are in accordance with the company Grooming Policy. A smile is considered part of the uniform.

- Comply with company policies, procedures, and Code of Ethics.

- Maintain a cash drawer throughout the shift and ensure it balances correctly at the end of the shift.

- Promote a safe working environment

- Learn and adhere to all fire and emergency procedures, including procedures for the handling of the fire panel, ensuring guest safety, and participating in an evacuation if necessary.

- Practice safe working habits, including bending and lifting appropriately to avoid injury, reporting hazards, appropriate set of cleaning chemicals, and working to minimize tripping and falling hazards,

- Prioritize and organize.

- Be a clear thinker, remaining calm and resolving problems using good judgment.

- Participate in helping the hotel recycle.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.

Work Environment: Front Desk, Admin Offices, and Housekeeping (where applicable).

The job involves working:

Lift up to 25lbs

under variable temperature conditions (or extreme heat or cold).

under variable noise levels.

indoors.

standing for long periods of time.

around fumes and/or odor hazards.

around chemicals (where applicable).

around bio-hazards (where applicable).

Key Relationships

Internal: General Manager, Assistant General Manager, Director of Operations, Director of Human Resources, Front Office Manager, Front Office Supervisor (s), Executive Housekeeper, Assistant Manager, Floor Supervisors, Floor Attendants, Linen/Laundry Staff, and Engineering.

External: Hotel guests/visitors, groups, and the local community.

Job Types: Full-time, Part-time

Pay: $12.00 - $15.00 per hour

Schedule:
* 8 hour shift
* Day shift
* Evening shift
* Night shift
* Weekend availability

Ability to commute/relocate:
* Fort Mill, SC 29715: Reliably commute or planning to relocate before starting work (Required)

Experience:
* Hotel experience: 1 year (Preferred)

Shift availability:
* Day Shift (Preferred)
* Night Shift (Preferred)
* Overnight Shift (Preferred)

Work Location: One location%58047475%

Keywords: Four Points by Sheraton, Birmingham , Guest Service Representative/Front Desk, Sales , Birmingham, Alabama