Guest Services Representative

JOB DESCRIPTION JOB TITLE

GUEST

SERVICE REPRESENTATIVE DEPARTMENT

FRONT

DESK REPORTS TO

FRONT

OFFICE MANAGER & GENERAL MANAGER LOCATION

Candlewood Suites-Cookeville,TN/Shreeji-Swami Cookeville, LLC PURPOSE:

Responsibilities include, but are not limited to, greeting and assisting with guest arrivals and departures by handling guest check-ins and check-outs, while providing prompt and courteous service, including receiving telephone calls, guest requests, guest reservations, and faxes, insuring complete guest satisfaction.

RESPONSIBLITIES

• Ensure complete guest satisfaction.
• Ensure complete guest safety.
• Check inand Check out of the guest.
• Givesinformation about room and package rates.
• Must workalongside other team members in harmony.
• Informsguest of the hotel facilities.
• Assignguest rooms.
• Must befriendly, helpful and well groomed and dressed to standards always completewith name tag as stated in the employee hand book and CandlewoodSuites-Cookeville, TN.
• Must understand and adhere to cash handling policies.
• Must be well versed in cash handling and accurately balance house bank to include shift cash count verification report and witness procedure.
• Make a great first impression.
• Complete guest registration /reservation process to include retrieval of all required information including address, phone number, method of

APPROVED

payment, valid identification, company name and contact email address.

• Must be familiar with and adequately quote information for Candlewood Suites-Cookeville, TN Frequency Travel Program to include reward redemption and processing. Promote Candlewood Suites-Cookeville, TN Hotel Frequency Program to every guest during the reservation/check in process.
• Completion and distribution of shift check list and EOS Emails.
• Assign guest rooms based on preferences and availability. Informing next shift of any opportunities due to non-met service requests.
• Drives the revenue management process.

GUEST SERVICE REPRESENTATIVE

• Handling guest concerns in a tactful manner and achieving resolution with guest follow up and written documentation of all occurrences forwarded to the General Manager.
• Daily completion and documentation of daily shift duties and EOS Emails, courtesy calls and shift check lists.
• Knowledge, implementation and follow up of all Candlewood Suites-Cookeville, TN Brand standards regarding ADA, handicap policies, Service Animal Training and procedures.
• Answers questions in regards to the hotels facilities and services
• Answering telephones and making reservations
• Answering guest inquiries to include accurate area directions.
• Recommending local area restaurants, points of interests and / or needs for transportation.
• Handling guest needs.
• Maintaining cleanliness of front desk, lobby and back office.
• Following up with guest check-ins, opportunities and other requests.
• Interacting with other departments and employees to ensure a good working relationship for all guest needs.
• Understands and implements (when necessary) all emergency procedures for incidents, accidents, fire, safety or criminal activity. This includes knowledge the location of all utility shut down equipment and sprinkler and fire alarm knowledge and system locations.
• Ensures that Candlewood Suites-Cookeville, TN quality standards and services are maintained for Property, Product and People.
• Must be able to work all shifts or varying schedules to support the business needs including weekends and holidays.
• Ensures security for the hotels customers, employees and property assets.
• Supports established policies and procedures for Candlewood Suites-Cookeville, TN and H&N Hospitality Management.
• Responsible for following instructions and performing work as assigned by a supervisor or the General Manager.
• Daily review of front desk communication tools to include Email correspondence and FOAI.
• Front desk associates are required to remain at the front desk work station at all times unless attending to a guest need or request.
• If applicable, Responsible for daily monitoring of cleanliness and maintaining appropriate inventory levels of the hotel market and/or sundry shop. Ensuring the General Manager is notified of replenishment needs.
• Ensures lost and found items are secured according to Candlewood Suites-Cookeville, TN standards.
• Responsible for knowledge, review and training of all safety procedures as outlined in the Candlewood Suites-Cookeville, TN Safety Manual.
• Responsible for reporting all suspicious persons or activities, hazardous conditions to management.

Alert the general manager immediately.

GUEST SERVICE REPRESENTATIVE

• In the event of an employee or guest incident or injury, the General Manager is to be notified immediately.

This would also include building emergencies. If the General Manager is not located at the physical hotel location, please notify via phone or cell phone. If the General Manager cannot be reached ,leave a voice mail message. Immediately notify the Front Office Manager (FOM) and Executive Housekeeper (EH).

Job Type:

Part-time Pay:

$13.00 - $14.00 per hour

Benefits:

Employee discount Paid time off

Education:

High school or equivalent (Preferred)

Experience:

Hotel experience: 1 year (Preferred)

Work Location:

In person