Guest Services Associate

Springhill Suites Charleston Mount Pleasant•Mt. Pleasant, SC

9h•Onsite

About The Position

The Guest Services Associate is responsible for providing exceptional customer service to guests by assisting with inquiries, reservations, check-ins, and overall guest satisfaction. This role involves handling phone calls, responding to guest requests, resolving concerns, and ensuring a welcoming and positive experience. Strong communication, problem-solving, and multitasking skills are essential. Established in 1988 as a family-owned business, we have grown into a fully integrated development, management, and investment company that develops, operates, and owns the world’s leading hotel brands as well as boutique hotels. Raines has maintained a family-oriented culture that believes in building relationships with our associates, with our partners and within the communities where we operate.

Requirements

Experience in customer service, forward-facing, or other guest-related positions
Proficient in Microsoft 365 or similar computer applications
Minimum high school diploma, GED or equivalent

Nice To Haves

Experience in the hospitality industry, hotels, restaurants or similar in various roles preferred

Responsibilities

Ensures Outstanding customer service at all times
Maintains a friendly, professional, cheerful, and courteous demeanor at all times
Accurately answers inquiries from potential guests and accepts hotel reservations
Consistently resolves guest problems and complaints in an efficient manner while demonstrating a sense of urgency
Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns in a timely fashion
Resolves customer issues, complaints, and problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service
Builds strong relationships and coordinates with all other departments (housekeeping, maintenance, etc.)
Prepares breakfast in accordance with Brand or Hotel standards
Cleans common areas as needed or as assigned to include sweeping, mopping, and dusting
Report any technical issues to maintenance
Inventories breakfast items and provides order requirements to management
Receives deliveries and ensure items delivered match paperwork, reporting any discrepancies to driver and management
Ensures phone calls, wake up calls and messages for guests are handled in a prompt, efficient and professional manner
Cross checks all billing instructions to ensure they are correctly updated
Ensures payments are made or on file for each guest and that billing is routed for groups correctly
Completes cash transactions and maintains full responsibility for personal bank
Assists all departments in servicing the guests especially during high volume periods
Attends meetings as required