Guest Service Representative

Janko Hospitality•Naperville, IL

About The Position

The Guest Service Agent is the first point of contact for all hotel guests. Responsible for responding in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquires regarding reservations, hotel information, directions, local attractions, and guest concerns.

Requirements

High school diploma or GED required.
Must be able to verbally communicate clearly with guests and fellow employees.
Must be able to calculate amounts and apply basic addition, subtraction, multiplication, and division.
Must be able to analyze routine data to make appropriate judgements regarding the process of guests checking in and out of the hotel.
Must be able to stand for extended periods of time.

Nice To Haves

One year hotel front desk experience OR two years customer service experience preferred.

Responsibilities

Greets and completes established check-in procedures for arriving guests on a daily basis, using computerized methods to insure guest satisfaction in the rooms requested.
Answers all incoming internal and external phone calls for the entire hotel property.
Takes all room service orders promptly and efficiently for in house guests.
Handles all incoming computer chats for in house and upcoming guests.
Answers inquires and accepts reservations, by telephone, by communicating hotel rates and information by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
Maintains excellent customer relations by answering questions and taking care of guest concerns in a timely and knowledgeable manner, in person and on the phone.
Operates the internal radio system in order to communicate issues with urgency and efficiency.
Maintains a friendly, cheerful and courteous demeanor at all times.
Performs the shift check list to insure accuracy of all aspects of the shift.
Understands standard front desk check in and check out procedures.
Have a true understanding of all hotel operations including hours, pricing, Marriott Bonvoy, and local information in order to speak to our guests with the utmost knowledge.