Guest Services

Century Hospitality Careers•Triadelphia, WV

About The Position

The Guest Services employee provides high-quality customer service, manages guest arrivals and departures, handles reservations and requests, and performs front-desk cash and account tasks. The role also includes maintaining knowledge of hotel services and promotions, following established safety, security, and emergency procedures, and communicating guest, systems, and maintenance issues to management and coworkers. When the front desk is less busy, the employee helps clean guest rooms and common areas and works on laundry. The employee must wear the proper uniform, follow company policies and procedures, and be able to move luggage or packages weighing up to 40 pounds.

Requirements

Ability to provide friendly, high-quality guest service and handle complaints and requests effectively.
Knowledge of or ability to learn hotel services, room locations and rates, amenities, promotions, and selling strategies.
Ability to handle reservations, guest check-in and checkout, telephone calls, and special requests.
Ability to perform cash handling, payment collection, and balancing duties in accordance with company procedures.
Knowledge of emergency, security, and safety procedures.
Ability to clean guest rooms and hotel common areas and perform laundry work.
Ability to move luggage or packages weighing up to 40 pounds.
Adherence to company work rules, procedures, policies, and uniform standards.

Responsibilities

Provide high-quality service to guests and promptly address complaints and requests.
Check guests in and out efficiently and in a friendly manner.
Post guest charges, calculate bills, collect payment, make change, and follow cash-handling procedures.
Handle guest mail and messages according to established procedures.
Learn and communicate information about the Rewards program, promotions, hotel staff, room locations, rates, amenities, and selling strategies.
Take reservation requests, answer the switchboard using proper telephone etiquette, block rooms, handle special requests, and monitor room availability.
Handle guest safe deposits according to established procedures.
Keep the lobby and front-desk area clean and presentable.
Follow emergency, security, and safety procedures; offer and properly handle wake-up call requests.
Know how to clean guest rooms to standards; clean the lobby, meeting room, vending room, breakfast room, and back office area; and work on laundry during down times.
Open and close shifts, make cash drops, and balance credit cards, cash, and the change fund throughout each shift.
Inform management of guest or systems-related complaints or problems.
Log pertinent information in the pass-on log for incoming staff and management.
Keep maintenance informed of maintenance needs.
Pass guest lost-and-found inquiries to management or supervisors.
Complete Company Tracker nightly to assist marketing efforts.
Wear the proper uniform in accordance with Standards of Appearance and follow company work rules, procedures, and policies.
Move luggage or packages weighing up to 40 pounds.