Guest Service Representative

Hampton Inn Suites Columbus Scioto Downs•Lockbourne, OH

23d

About The Position

The Hampton Inn & Suites Columbus Scioto Downs, managed by Vista Host Management& Development Company, is located adjacent to the popular Scioto Downs Racino, offeringeasy access to gaming, dining, and live entertainment. With over 80 modern guest roomsand suites, the property provides guests with amenities such as complimentary hotbreakfast, free Wi-Fi, and an indoor pool. It's convenient location just south of downtownColumbus makes it a perfect choice for business travelers, tourists, and gamingenthusiasts alike. The Guest Service Representative is responsible for all guest interactions at the frontdesk, including registration, departure processing, and communication of hotel services.This role requires a high level of customer focus, providing an opportunity for an engagingand outgoing personality to create positive guest experiences. Duties also includeprocessing payments and responding to guest inquiries, while following all procedures setby management. The Guest Service Representative role is best suited for someone who: Enjoys engaging with guests and has a friendly, outgoing personality. Has strong communication skills and a passion for delivering excellent customerservice. Is adaptable, able to handle multiple tasks, and can maintain a positive attitude in afast-paced environment. Takes ownership of guest experiences, ensuring they are pleasant andaccommodating.

Requirements

Must be able to communicate effectively in English, both written and verbally.
Must be able to stand for extended periods.
Must be able to lift up to 20 lbs.
Ability to work independently and manage tasks without supervision.

Responsibilities

Provide exceptional customer service to all hotel guests, making their stay ascomfortable and enjoyable as possible while achieving team and brand goals.
Perform quality assurance (QA) requirements for the front office department.
Ensure compliance with hotel policies, procedures, and relevant ordinancesregarding personnel, security, cash handling, guest relations, and safety.
Remain highly visible and readily available for guests, taking initiative to offerassistance or answer questions.
Adhere to hotel credit policies, including credit card authorization, direct billaccounts, cash payments, and incidental deposits.
Manage guest complaints, taking ownership to resolve issues and ensure superiorguest satisfaction.
Greet, register, suggestively sell (and upsell), issue room keys, and assign rooms in afriendly and efficient manner.
Provide information about the hotel, amenities, local dining, attractions, and traveldirections.
Accurately check out guests and communicate departures to housekeeping.
Make, confirm, and cancel reservations via telephone, computer, and writtencommunication.
Answer and route internal and external phone calls in a friendly manner, followingprescribed procedures.
Update the shift-to-shift log regularly to ensure clear communication betweenshifts.
Maintain cleanliness and organization of the hotel lobby, coffee stations, and frontdesk area.
Assist other departments as needed and perform other related duties as assigned.