Guest Service Representative - Holiday Inn Express Grandville

Suburban Inns•Grandville, MI

3d•Onsite

About The Position

The Guest Service Representative provides strong sales techniques and excellent guest service in accordance with Suburban Inns’ Core Values and Suburban Inns/IHG standards, working to ensure guests are fully satisfied. The position involves welcoming guests, handling check-in information and account transactions, maintaining the front desk and nearby areas, communicating with hotel departments and shifts, and supporting smooth hotel operations. The schedule is primarily described as second shift, with weekend availability sought; work schedules may vary among day, evening, night, holiday, and weekend assignments according to business needs. The position is part-time and may also be used as a paid internship. Starting pay is $16 per hour. The position requires a high school diploma or equivalent related experience, good communication skills, basic computer and record-keeping ability, and the ability to interpret information or perform arithmetic functions. CPR training is required and may be completed upon hire. A uniform and name tag are provided; team members are responsible for close-toed shoes. Appearance guidelines apply to grooming, piercings, and tattoos.

Requirements

High school diploma or equivalent related experience.
Ability to interpret or extract information and/or perform arithmetic functions.
May require typing, basic computer knowledge, record keeping, or word processing.
Good communication skills.
CPR training; may be completed upon hire.
Weekend availability is sought; schedules vary according to business demands and may include day, evening, night, holiday, and weekend assignments.
Follow uniform and appearance guidelines, including well-groomed hair and management approval for facial piercings and uncovered tattoos; tattoos deemed offensive under the stated policy must remain covered or concealed.
Provide close-toed shoes, which are the team member’s responsibility.

Responsibilities

Greet guests in a friendly, positive manner, ask questions, and build personal connections so guests feel welcome and valued.
Sell the property according to Suburban Inns’ sales standard.
Gather guest information, including address details, credit card information, and signatures.
Follow daily shift checklists and complete assigned tasks to support efficient hotel operations.
Record special needs, requests, and unusual occurrences in Quore and communicate unusual occurrences to the next shift.
Complete required emergency training and documentation, remain knowledgeable about emergency procedures, and know how to respond to situations.
Keep the front desk workspace and adjacent areas neat and clean.
Conduct property walk-arounds as needed, pick up trash, used towels, and room-service trays, look for safety and security issues, and report problems to the appropriate department and General Manager.
Settle and reconcile guest accounts and paperwork.
Balance the cash drawer and make appropriate cash drops.
Provide guests with information about hotel policies, services, and amenities.
Assist guests with requests and information about the surrounding area, including directions, dining, and entertainment.
Handle guest concerns and solve problems tactfully and professionally.
Maintain open communication among hotel departments.
Follow all Suburban Inns processes.
Maintain regular and recurrent attendance.
Perform other duties as requested by management.

Benefits

Employee and Friends & Family hotel and restaurant discounts
Earned paid time off for all team members
Health, vision, dental, and life insurance for full-time team members
Flexible schedules
Holiday pay
Eight hours of paid volunteer time per year
Advancement opportunities
Monetary recognition program
Monetary referral program
100% paid maternity, paternity, or adoption leave for those who qualify for FMLA
Employee Assistance Program through Pine Rest, including three free counseling visits, an online library, and access to legal, financial, and elder care consultations
Uniform and name tag provided
May be used as a paid internship