Guest Services Representative, Home2 Suites, Kalispell, MT

Hotel Equities•Kalispell, MT

15h•$18 - $19•Onsite

About The Position

Hotel Equities, The Hotel Group, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Representative for the Home2 Suites by Hilton Kalispell in Kalispell, Montana. Hiring wage is $18.00-$19.00 per hour, based on experience. Evening Guest Services Agent needed (1:30pm - 9:30pm) Job Purpose: Responds 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 inquiries regarding reservations, hotel information and guest concerns. Warm, knowledgeable service and helpful guidance reassuring guests they’ve made the right choice to stay with us.

Requirements

High School diploma /Secondary qualification or equivalent.
Must be able to speak, read, write and understand the primary language(s) used in the workplace.
Must be able to read and write to facilitate the communication process.
Requires good communication skills, both verbal and written.
Must possess basic computational ability.
Must possess basic computer skills.
Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.
Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
Must be able to stand and exert well-paced mobility for up to 8 hours in length. Length of time of these tasks may vary from day to day and task to task.
Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
Must be able to lift up to 15 lbs occasionally.
Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,
listening and hearing ability and visual acuity.
Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates
Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
Ability to spend extended lengths of time viewing a computer screen.
Requires manual dexterity to use and operate all necessary equipment.
Must have finger dexterity to be able to operate office equipment
Being passionate about people and service.
Strong communication skills are essential when interacting with guests and employees.
Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.
Basic math skills are used frequently when handling cash or credit.
Problem-solving, reasoning, motivating, and training abilities are often used.
Have the ability to work a flexible schedule including nights, weekends and/or holidays

Nice To Haves

Prefer experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards
PEP knowledge is a plus but not required
POS / Reservation computer experience is a plus

Responsibilities

Greet and welcome guests upon arrival
Register guests into the PEP POS system via a computer, verifying reservation, address, and credit information
Promote “preferred” guest program and provide recognition and benefits to all current members
Accept payment for guests’ accounts both at the time of registration and at checkout
Maintain a house bank and make a deposit and accurate report of receipts daily
Cash checks and exchange currency for guests
Issue key to and control entrance of safety deposit boxes
Post miscellaneous charges as requested
Promptly respond to and resolve guest complaints
Answer telephone promptly and properly being polite, courteous, and friendly
Be friendly, thorough, accurate and efficient in taking reservations
Be friendly, thorough, accurate and efficient in performing Check-ins
Be friendly, thorough, accurate and efficient in performing Check-outs
Assist guests with luggage upon their arrival to and departure from the hotel
Use the guests’ names
Be knowledgeable and helpful about the local area, the hotel and hotel services
Handle messages, wake-up calls, mail, and faxes properly
Know of incoming VIPs
Follow all applicable Company Standard Operating Procedures.
Perform other assignments as directed by the Guest Services Manager
Be an enthusiastic, helpful and positive member of the team
Be professional, responsible and mature in conduct and behavior
Be understanding of, encouraging to and friendly with all co-workers
Be self-motivated and use time wisely
Maintain open line of communications with each department
Communicate pertinent information
Respond positively to new ideas
Openly accept critical/developmental feedback
Maintain effective communication through the use of the Shift Log
Be available to help other departments in emergency situations
Adhere to all work rules, procedures and policies established by the company including, but not limited to those contained in the associate handbook.
Properly handle and account for keys
Be knowledgeable of policies regarding emergency procedures and security concerns
Aggressively seek and react to opportunities to sell rooms, including re-rents, and last rooms available
Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items
Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets
Have full understanding of franchise honors program
Ensure all customers establish credit upon check-in
Improves timeliness of cash flow by adhering to all established credit and inventory control procedures
Verifies all information on reservations check-in; name, address, method of payment, etc.
Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
Identifies and records special billing instructions and notifies accounting
Completes shift closing accurately by getting appropriate approval signatures and authorization codes
Adheres to hotel policies regarding the use of cash banks
Report potential sales contacts to the Guest Services Manager