Guest Services Representative - TownePlace Suites Gainesville GA

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Representative for the TownePlace Suites Gainesville GA

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 reassure guests they’ve made the right choice to stay with us.

- Greet and welcome guests upon arrival. Register guests into the 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

(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner

- 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 - Assist guests’ with laundry/dry cleaning needs - Know of incoming VIPs - Follow all applicable Company Standard Operating Procedures. - Perform other assignments as directed by the General Manger. - 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 meetings, log books and bulletins - 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. - Safety and Security Skills - 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 - Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift - Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

- 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 4 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

Other:

- 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

Amazing Benefits At A Glance:

- Salary-$14-$15.50 per hour based on experience - Team Driven and Values Based Culture - Medical/Dental/Vision - Vacation & Holiday Pay - Same-day pay available - Employee Assistance Program - Career Growth Opportunities/ Manager Training Program - Reduced Room Rates throughout the portfolio - Third Party Perks (Movie Tickets, Attractions, Other) - 401(k) - Employee assistance program - Employee discount - Flexible schedule - Flexible spending account - Life insurance - Parental leave - Referral program