Guest Services

Century Hospitality Careers•Triadelphia, WV

2d•Onsite

About The Position

This role is responsible for providing the highest quality of service to guests at all times, promptly and effectively addressing their complaints and requests. Key duties include efficiently checking guests in and out, handling payments, managing guest mail and messages, and possessing a strong knowledge of the Rewards program and hotel offerings. The position requires a thorough understanding of hotel staff, room locations, rates, amenities, and selling strategies, as well as the ability to take reservations and answer the switchboard with proper telephone etiquette. Responsibilities also extend to blocking rooms, handling special requests, monitoring room availability, managing safe deposits, maintaining a clean lobby and desk area, and being knowledgeable of emergency and security procedures. The role includes offering wake-up calls, cleaning guest rooms to standards, cleaning various common areas, and working on laundry during downtime. Shift management, including opening and closing procedures, cash handling, and balancing financial transactions, is also a critical part of the job. Communication with staff and management through logs, informing maintenance of needs, and handling lost and found inquiries are essential. The position also supports marketing efforts and requires adherence to appearance standards, safety practices, and company policies. Physical requirements include the ability to move luggage or packages up to 40lbs.

Requirements

Thorough knowledge of emergency procedures.
Ability to move luggage or packages weighing up to 40lbs.
Adherence to all work rules, procedures, and policies established by the company.

Nice To Haves

Knowledge of Rewards program and promotions.
Knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
Knowledge of emergency and security procedures.
Ability to clean guest rooms to standards.
Ability to clean lobby, meeting room, vending room, breakfast room, and back office area.
Ability to work on laundry during down times adhering to standards.
Ability to open and close shift; make cash drops.
Ability to ensure all credit cards, cash, and change fund are balanced throughout each shift.
Ability to inform management of any guest or systems related complaints or problems.
Ability to communicate with incoming staff and management by logging pertinent information in the pass on log.
Ability to keep maintenance informed of all maintenance needs.
Ability to pass on guest lost and found inquiries to management or supervisors.
Ability to assist in marketing efforts by completing Company Tracker nightly.
Must wear proper uniform at all times in accordance with the Standards of Appearance.
Practice safety standards at all times.

Responsibilities

Provide the highest quality of service to the customer at all times.
Promptly and effectively deal with guest complaints and requests.
Check guests in and out efficiently and in a friendly manner.
Post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures as required by Century Hospitality.
Handle guest mail and messages per established procedures.
Be very knowledgeable of Rewards program and promotions.
Develop a thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
Take reservation requests efficiently.
Answer switchboard in accordance with standards of proper telephone etiquette.
Block rooms and handle special requests.
Monitor room availability.
Handle safe deposits by guests per established procedures.
Keep lobby and desk area clean and presentable.
Have a thorough knowledge of emergency and security procedures.
Offer and properly handle requests for wake up calls.
Know how to clean guest rooms to standards.
Clean lobby, meeting room, vending room, breakfast room, and back office area.
Work on laundry during down times adhering to standards.
Open and close shift; make cash drops.
Ensure all credit cards, cash, and change fund are balanced throughout each shift.
Inform management of any guest or systems related complaints or problems.
Communicate with incoming staff and management by logging pertinent information in the pass on log.
Keep maintenance informed of all maintenance needs.
Pass on guest lost and found inquiries to management or supervisors.
Assist in marketing efforts by completing Company Tracker nightly.
Must wear proper uniform at all times in accordance with the Standards of Appearance.
Practice safety standards at all times.
Be able to move luggage or packages weighing up to 40lbs.
Employee must adhere to all work rules, procedures, and policies established by the company including, but not limited to, those contained in the employee handbook.