Guest Services Representative

Join Hotel Equities in Washington, DC onsite and be part of a team driven and values based culture. This Guest Services Representative role offers a $20.00 - $21.00/hr salary range and a benefits package designed to support your life and career, including Medical/Dental/Vision, Vacation & Holiday Pay, an Employee Assistance Program, 401(k), an employee discount, parental leave, and a referral program. You’ll also have access to career growth opportunities and a Manager Training Program.

What You’ll Do

You’ll provide warm, professional service for arriving, departing, and in-house guests by delivering accurate, timely information and coordinating key front desk functions. Your work includes phone and in-person responses for reservations, hotel information, and guest concerns. You will greet guests upon arrival, welcome them with friendly guidance, and help ensure each stay runs smoothly.

• Answer telephone and in-person inquiries regarding reservations, hotel information, and guest concerns
• Greet and welcome guests upon arrival and use guests’ names
• Register guests into the computer by verifying reservation, address, and credit information
• Perform Check-ins and Check-outs with accuracy and efficiency
• Accept payment for guests’ accounts at registration and at checkout
• Maintain a house bank by making deposits and completing an accurate daily report of receipts
• Cash checks and exchange currency for guests
• Issue and control entrance of safety deposit box keys
• Post miscellaneous charges as requested and handle key control properly
• Promptly respond to and resolve guest complaints
• Handle messages, wake-up calls, mail, and faxes correctly
• Assist guests with luggage upon arrival and departure
• Assist with laundry/dry cleaning needs
• Know of incoming VIPs and communicate pertinent information through meetings, log books, and bulletins
• Stay current with developments each shift by reviewing the communication log book
• Have complete knowledge of hotel rooms, services, and outlets, including regularly re-stock and sell pantry items
• Actively seek and react to opportunities to sell rooms, including upgrades and last-room availability
• Offer upgraded rooms and promote amenities and outlets to increase revenues
• Ensure customers establish credit upon check-in and follow credit and inventory control procedures, including approvals for cash and credit card payers
• Retrieve and record special billing instructions and notify accounting
• Complete shift closing accurately with appropriate approval signatures and authorization codes
• Report potential sales contacts to the sales department while protecting guests’ room numbers
• Follow all applicable Company Standard Operating Procedures and assist other departments in emergency situations
• (If applicable) Assist with shuttle or transportation service in a timely and courteous manner
• Complete other assignments as directed by the General Manger

What You Bring

• High School diploma / Secondary qualification or equivalent
• Experience with Opera PMS and IHG processes and standards is preferred
• Ability to speak, read, write, and understand the primary language(s) used in the workplace
• Good verbal and written communication skills
• Basic computational ability and basic computer skills
• Extensive knowledge of the hotel, services, and facilities, plus general knowledge of the city and attractions
• Ability to work a flexible schedule including nights, weekends and/or holidays
• Being passionate about people and service; strong communication with guests and employees
• Problem-solving, reasoning, motivating, and training abilities used as part of the role

Physical and computer requirements: Most tasks are indoors with moderate controlled temperature. You must be able to stand and exert well-paced mobility for up to 4 hours, reach other departments timely, and lift up to 15 lbs occasionally. The role requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening/hearing, and visual acuity, with continuous talking and hearing during guest communication and extended time viewing a computer screen.

Technologies

• Opera PMS
• IHG

Job Purpose

Respond in a professional and courteous manner to arriving, departing, and in-house guests by providing accurate and timely information and services, including phone and in-person support for reservations, hotel information, and guest concerns.