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SpringHill Suites by Marriott Syracuse
Front Desk- Guest Service Representative
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What they do
A Hotel Desk Clerk provides service to customers at the front desk of a hotel. Takes room reservations, checks in guests and handles payments; answers questions and arranges for room services requested by customers.
$33,265 / year median in New York
Job Description
GUEST SERVICE REPRESENTATIVE
Department:
Front Desk Reports To:
GENERAL MANAGER/ ASSISTANT GENERAL MANAGER
At SpringHill Suites, we want our guests to relax and be themselves which means we need you to: Be you by being natural, professional and personable in the way you are with people. Get ready by taking notice and using your knowledge so that you are prepared for anything. Show you care by being thoughtful in the way you welcome and connect with guests. Take action by showing initiative, taking ownership and going the extra mile Treat all others with Respect, treating guests and fellow associates the way you want to be treated Demonstrate Integrity in all you do. Seek to always do the right thing, whether working in a group, team, or alone. Always be at the Service of our guest as well as fellow associates or managers. We believe that Service is making the reach to help or be of Service to all. Participate in group and team activities either by your active support and participation or by your presence in the group. Essential Duties & Responsibilities You will typically work one of two 8-hour shifts per day. Typical shift times are 7:00AM-3:00PM, or 3:00PM-11:00PM. Night Audit shift is two days a week 11:00PM to 7:00AM. Greet all guests in a friendly, professional and courteous manner. Check Guest in/out using Brand and Brookwood Hospitality Operating Procedures. Answer questions and give directions. Have a good knowledge of local activities and attractions. Answer phones and make reservations. Post charges to guest's folios, print, adjust, and complete all transactions necessary for Guests. Other Duties 1. Counting the cash drawer 2. Review and follow up on information posted in the Red Book Log or Guest Services Follow-up Log 3. Completion of any remaining wake-up calls (manually contact guest at the designated wake-up call time) 4. Monitor reservations for the day. Reply to email requests and correspondence. 5. Check room availability and pre-block any guests for preferences and early arrivals. 6. Check credit card status report and follow-up when needed 7. Check the high balance report and follow-up when needed 8. Check on meeting room needs (post charges, confirm methods of payment, verify if meeting room guests need additional service) 9. Work with housekeeping to confirm check outs, room changes, or discrepancies 10. Prepare Key Packets for any groups arriving 11. Complete bucket check 12.Deliver messages received for guests. Qualifications- Customer service experience in a hospitality setting
- Front desk experience, preferably in a hotel environment
- Knowledge of guest services and hospitality industry standards
- Strong phone etiquette skills for handling multi-line phone systems
- Ability to communicate effectively with guests and provide excellent guest relations
- Experience with night audit procedures is a plus
- Fluency in multiple languages is an advantage
- Familiarity with hospitality management and hotel operations
- Certification or training in hotel management would be beneficial
Job Type:
Full-time Pay:
$16.50- $18.