Guest Service Representative

Spire Hospitality•Park Ridge, NJ

14h•Onsite

About The Position

This role involves managing all guest interactions via various communication channels, including telephone, email, chat, and mobile. Responsibilities include processing requests, answering questions, and resolving concerns. The Guest Service Representative operates the telephone switchboard, handles wake-up calls, and directs calls appropriately. They are responsible for accurately recording and relaying messages, logging all guest requests or issues into the computer system, and following up to ensure satisfaction. Additionally, they provide information about the property and local attractions, may process food and beverage orders, and assist guests with internet and entertainment access. The role also requires adherence to company policies, maintaining a professional appearance, protecting company assets, and developing positive working relationships within the team. Safety and security protocols, including handling emergency situations and identifying unsafe conditions, are crucial. Maintaining guest and coworker privacy, ensuring compliance with quality standards, and addressing service needs professionally are key aspects of this position.

Requirements

Ability to answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
Ability to operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
Ability to receive, record, and relay messages accurately.
Ability to log all guest requests or issues into computer, contact appropriate individual or department, and follow up with guest to ensure their request has been resolved to their satisfaction.
Ability to provide information to guests about room features, property amenities, and local areas of interest.
Ability to process food & beverage orders, answer questions on menu selection and record transactions in point-of-sale system.
Ability to assist guests with accessing internet and guestroom entertainment.
Ability to follow all company policies and procedures.
Ability to ensure uniform and personal appearance are clean and professional.
Ability to maintain confidentiality of proprietary information and protect company assets.
Ability to welcome and acknowledge all guests and respond to guest needs with respect, patience, and a smile.
Ability to provide assistance to individuals with disabilities.
Ability to speak with others using clear and professional language, and answer telephones using appropriate etiquette.
Ability to develop and maintain positive working relationships with others, and support team to reach common goals.
Ability to comply with quality assurance expectations and standards.
Ability to read and visually verify information in a variety of formats.
Ability to stand, sit, or walk for an extended period of time or for an entire work shift.
Ability to move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Ability to perform other reasonable job duties as requested by Supervisors.
Knowledge of property specific procedures for handling emergency situations.
Knowledge of company and department safety and security policies and procedures.
Ability to identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Ability to report works related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Ability to maintain awareness of undesirable persons on property premises.
Ability to protect the privacy and security of guests and coworkers.
Ability to maintain confidentiality of proprietary materials and information.
Ability to ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Ability to comply with quality assurance expectations and standards.
Ability to address guests' service needs in a professional, positive, and timely manner.
Ability to actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Ability to anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Ability to engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Ability to answer, record, and process all guest calls, requests, questions, or concerns.
Ability to receive, record, and relay messages accurately, completely, and legibly.
Ability to contact appropriate individual or department as necessary to resolve guest call, request, or problems.

Responsibilities

Answer, record, and process all guest requests, questions, or concerns via telephone, email, chat, and mobile communication devices.
Operate telephone switchboard, process guest requests for wake-up calls, and connecting and directing calls to the appropriate extension.
Receive, record, and relay messages accurately.
Log all guest requests or issues into computer, contact appropriate individual or department, and follow up with guest to ensure their request has been resolved to their satisfaction.
Provide information to guests about room features, property amenities, and local areas of interest.
May process food & beverage orders, answer questions on menu selection and record transactions in point-of-sale system.
Assist guests with accessing internet and guestroom entertainment.
Follow all company policies and procedures.
Ensure uniform and personal appearance are clean and professional.
Maintain confidentiality of proprietary information and protect company assets.
Welcome and acknowledge all guests and respond to guest needs with respect, patience, and a smile.
Provide assistance to individuals with disabilities.
Speak with others using clear and professional language, and answer telephones using appropriate etiquette.
Develop and maintain positive working relationships with others, and support team to reach common goals.
Comply with quality assurance expectations and standards.
Read and visually verify information in a variety of formats.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
Follow property specific procedures for handling emergency situations.
Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
Report works related accidents, or other injuries immediately upon occurrence to manager/supervisor.
Maintain awareness of undesirable persons on property premises.
Protect the privacy and security of guests and coworkers.
Maintain confidentiality of proprietary materials and information.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Comply with quality assurance expectations and standards.
Address guests' service needs in a professional, positive, and timely manner.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Answer, record, and process all guest calls, requests, questions, or concerns.
Receive, record, and relay messages accurately, completely, and legibly.
Contact appropriate individual or department as necessary to resolve guest call, request, or problems.