Guest Services Representative Holiday Inn Central Washington DC

Hotel Equities•Washington, DC

23h•$20 - $21•Onsite

About The Position

The Guest Services Representative provides professional, courteous, accurate, and timely information and services to arriving, departing, and in-house guests. The role responds to telephone and in-person inquiries about reservations, hotel information, and guest concerns, and provides warm, knowledgeable service and helpful guidance. The representative welcomes and registers guests, verifies reservation and payment details, handles payments and cash-bank procedures, and completes accurate check-ins, check-outs, and reservations. The role promotes the hotel’s preferred guest program and amenities, assists guests with luggage and local information, handles messages and other guest requests, and responds promptly to complaints. It also supports room sales, revenue generation, safety and security, credit and inventory controls, shift communications, and coordination with other hotel departments. The position follows company and hotel procedures and contributes positively to the team. This is a full-time position at the Holiday Inn Washington DC-Central/White House in Washington, DC. Most tasks are performed indoors in a temperature-controlled hotel environment. The role requires a flexible schedule that may include nights, weekends, and holidays, and involves standing, walking, sitting, reaching, bending, occasional lifting, and extended computer use. The stated pay range is $20.00–$21.00 per hour.

Requirements

High school diploma, secondary qualification, or equivalent.
Ability to speak, read, write, and understand the primary language(s) used in the workplace.
Good verbal and written communication skills.
Basic computational ability and basic computer skills.
Knowledge of the hotel, its services and facilities, and general knowledge of the city and its attractions.
Ability to stand and maintain well-paced mobility for up to four hours at a time, and to reach other hotel departments in a timely manner.
Ability to lift up to 15 pounds occasionally.
Ability to perform tasks involving grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, and visual acuity.
Ability to spend extended periods viewing a computer screen and to use necessary equipment, including office equipment requiring finger dexterity.
Passion for people and service; strong communication skills when interacting with guests and employees.
Reading, writing, and basic math skills for paperwork, logging issues and requests, and handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities.
Ability to work a flexible schedule, including nights, weekends, and/or holidays.

Nice To Haves

Experience with Opera PMS and IHG processes and standards.

Responsibilities

Greet and welcome guests; register guests in the computer and verify reservation, address, and credit information.
Promote the preferred guest program and recognize current members and their benefits.
Accept guest payments at registration and checkout; maintain a house bank, make deposits, and accurately report receipts daily.
Cash checks and exchange currency for guests; issue keys to safety deposit boxes and control access; post miscellaneous charges as requested.
Promptly respond to and resolve guest complaints and answer telephone and in-person inquiries professionally.
Take reservations and perform check-ins and check-outs accurately, efficiently, and courteously.
Assist with shuttle or transportation service when applicable.
Assist guests with luggage and provide knowledgeable information about the local area, hotel, and hotel services.
Handle messages, wake-up calls, mail, and faxes; assist with laundry and dry-cleaning needs; know about incoming VIPs.
Follow company and hotel standard operating procedures, work rules, policies, and associate-handbook requirements.
Maintain positive, professional conduct; communicate with coworkers and departments, share pertinent information, and use meetings, log books, and bulletins effectively.
Help other departments in emergency situations and perform other assignments as directed by the General Manager.
Properly handle and account for keys; know emergency procedures and security policies; protect guests’ room numbers.
Seek opportunities to sell rooms, including re-rents and last available rooms; offer upgrades and promote hotel amenities and outlets.
Maintain knowledge of hotel rooms, function space, restaurants and other outlets, services, pantry items, and the franchise honors program; restock and sell pantry items.
Ensure customers establish credit at check-in and follow credit and inventory control procedures, including verifying reservation information, obtaining identity verification and payment authorization codes, recording special billing instructions, and notifying accounting.
Complete shift closing accurately, obtaining required approval signatures and authorization codes; follow cash-bank policies.
Review the communication log book each shift and update it for the next shift; report potential sales contacts to the sales department.
Communicate effectively with guests, employees, supervisors, and subordinates; complete paperwork and logs; use basic math and problem-solving skills; and work a flexible schedule.