Guest Services

Century Hospitality Careers•Saint Clairsville, OH

2d•Onsite

About The Position

This role is responsible for providing the highest quality of service to customers at all times. The Guest Services position involves efficiently and friendly checking guests in and out, handling guest complaints and requests, posting charges, computing guest bills, and processing payments. A key aspect of this role is maintaining a thorough knowledge of the hotel's offerings, including staff, room rates, amenities, and selling strategies, as well as the Rewards program and current promotions. The position also requires managing guest mail and messages, taking reservation requests, answering the switchboard, blocking rooms, and handling special requests. Additionally, the role involves monitoring room availability, managing safe deposits, maintaining the cleanliness of the lobby and desk area, and understanding emergency and security procedures. Offering wake-up calls and knowing how to clean guest rooms to standard are also part of the duties. This role may also involve cleaning various hotel areas, working on laundry during downtime, and performing shift openings and closings, including cash handling and balancing. Communication with management, incoming staff, maintenance, and handling guest lost and found inquiries are essential. The position requires adherence to appearance standards, safety practices, and company policies. Physical requirements include the ability to move luggage or packages up to 40lbs.

Requirements

Ability to provide the highest quality of service to the customer at all times.
Ability to promptly and effectively deal with guest complaints and requests.
Ability to check guests in and out efficiently and in a friendly manner.
Ability to post guest charges and compute guest bill, collect payment and make change for hotel guests following all cash handling procedures.
Ability to handle guest mail and messages per established procedures.
Knowledge of Rewards program and promotions.
Thorough knowledge of hotel staff, room locations, room rates, amenities, and selling strategies.
Ability to take reservation requests efficiently.
Ability to answer switchboard in accordance with standards of proper telephone etiquette.
Ability to block rooms and handle special requests.
Ability to monitor room availability.
Ability to handle safe deposits by guests per established procedures.
Ability to keep lobby and desk area clean and presentable.
Thorough knowledge of emergency and security procedures.
Ability to offer and properly handle requests for wake up calls.
Knowledge of how 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.
Be able to move luggage or packages weighing up to 40lbs.
Adhere to all work rules, procedures, and policies established by the company including, but not limited to, those contained in the employee handbook.

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.
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.