Guest Services Representative- Aloft Austin South- Austin, TX at Hotel Equities

Austin, Texas, United States -

Full Time

Start Date

Immediate

Expiry Date

27 Jun, 26

Salary

17.0

Posted On

29 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guest Services, Reservations, Check-in Procedures, Check-out Procedures, Cash Handling, Credit Verification, Communication, Problem Solving, Upselling, Safety Procedures, Computer Skills, Time Management, Teamwork, Customer Relationship Management, Local Area Knowledge, Telephone Etiquette

Industry

Hospitality

Description

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Representative for the Aloft Austin South in Austin, TX 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: * Pay for this position is between $16-$17 per hour. * Team Driven and Values Based Culture * Medical/Dental/Vision * Vacation & Holiday Pay * Same-day pay available * Employee Assistance Program * Career Growth Opportunities/ Manager Training Program * Reduced Room Rates throughout the portfolio * Third Party Perks (Movie Tickets, Attractions, Other) * 401(k) * Employee assistance program * Employee discount * Flexible schedule * Flexible spending account * Life insurance * Parental leave * Referral program

Responsibilities

The Guest Services Representative must respond professionally to arriving, departing, and in-house guests by providing accurate information and services, handling inquiries regarding reservations, hotel information, and guest concerns via telephone and in-person interactions. Key duties include registering guests, processing payments, managing safety deposit boxes, resolving complaints promptly, and assisting with transportation and luggage services.