Guest Service Representative LodgeWorks is a privately held hotel development and management company. While our name isn't on the hotels themselves, our extraordinary culture is at the heart of our 18 hotels including our award-winning Archer Hotel boutique collection and our portfolio of other great brands with familiar names, such as Hyatt Place, Hyatt House, Aloft, Hilton Garden Inn and Hampton Inn. We're thrilled to be considered industry innovators with a rich 35+ year history. Yet, what we are most proud of is the strong family culture we have developed and maintained while growing to 950+ employees nationwide. At LodgeWorks, hospitality is more than just the industry in which we work; it defines everything we do. Maybe it's because we're grounded in Midwestern hospitality (our home office is in Wichita, Kansas, while our hotels are scattered across the U.S.). Or maybe it's because we actively work to make hospitality (with each other, our guests, our clients and partners) the foundation upon which everything is built.
Job Overview:
Guest Service Representatives are often the first in-person contact for hotel guests. Serving as a brand ambassador, you are engaging, attentive, service-oriented and a creative problem solver. You know that a great experience means taking an interest in getting to know our guests before they even arrive. To put it simply: the primary responsibility is to deliver and exceed guest expectations, resolve guest concerns, execute brand standards and maintain excellent communication at all times.
The Day-to-Day:
Check all hotel guests in and out in a confident, professional and personalized manner.
Welcomes and registers hotel guests, explain the accommodations and establish credit or method of payment.
Demonstrate a thorough knowledge of hotel information, including but not limited to room categories, room rates, packages, promotions, amenities, the local area and other general product knowledge, and answer guest inquiries.
Maintain regular attendance in compliance with LodgeWorks' standards as required by scheduling, which varies according to hotel needs.
Comply with LodgeWorks' standards and regulations to encourage safe and efficient hotel operations.
Take hotel reservations accurately and efficiently.
Ensure that immediate response is given to every guest comment and concern to ensure it is resolved in a timely, friendly and efficient manner.
Maintain accuracy with all accounting, cash handling and billing procedures.
Ensure that all calls are answered in a courteous, professional and efficient manner.
Work harmoniously and professionally with co-workers and supervisors.
Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
Use hotel communication tools to log and notify fellow associates and supervisors of pertinent information.
Accomplish deep-cleaning tasks of guest rooms.
Ensure that we always follow the LodgeWorks and OSHA standards.
Assist in any other task or duties as requested by management.
Who You Are:
A team player with a heart for hospitality.
An excellent communicator.
Entrepreneurial at heart and innovative in mind.
Naturally curious and value listening to solve problems.
An expert in prioritizing with the ability to use time wisely.
Dedicated with a strong work ethic and can work both individually and with a team.
Steadfastly driven to ensure the safety and security of the guests and their belongings.
Comfortable following directions, guidelines and work objectives.
Capable of exerting up to 60 pounds of force occasionally.
Capable of standing for an entire or shift or for an extended amount of time.
Capable of reaching overhead, utilizing both hands, leaning over, stooping and kneeling.
A plus: Practiced, with six months' related experience in hospitality or a service industry.
A must: Eager to be part of a great work culture and team.
Benefits:
We are proud to offer competitive wages and the following benefits for full-time employees:
- PTOHotel and restaurant discounts available at select LodgeWorks properties
- Health, vision and dental benefits 401(k) plans with matching contributions
- Paid holidays
- Short-term and long-term disability (company sponsored)
- Referral bonuses
- Flexible spending accounts
LodgeWorks is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.
