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Guest Service Representative - Hampton Inn of Holland

Title/Position: Guest Service Representative

Location: Holland, MI

Employment Type: Full Time 

Benefits Include:

  • Earned Time Off for ALL Team Members
  • Insurance (health, vision, dental, life) for full time Team Members
  • Paid holidays
  • Paid FMLA for those who qualify
  • Hotel discounts
  • Flexible hours (dependent on position)
  • Employee incentive programs

Compensation: Based on experience

Position Summary: Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns’ Core Values and Hilton standards, as well as going above and beyond to ensure that guests are 100% satisfied.

Essential Functions:

  •  Report to work in uniform presented professionally, neat, and clean
  • Greet all guests in a friendly, positive manner.  Ask questions of guests and make personal connections to make them feel they are welcome and valued
  • Anticipate and meet the needs and expectations of our guests, then go one step further
  • Complete all items on the shift checklist
  • Emulate the Suburban Inns’ sales sheets and use suggestive selling with each reservation inquiry
  • Maximize rate and occupancy, and recognize when to walk away from a reservation
  • Collect leads and prospect new business, communicate the information with the Sales Department
  • Gather the appropriate data from each guest, from address information to credit cards and signatures
  • Clearly state all necessary policies and hotel information to each guest
  • Follow the shift checklists each day, completing every task in order to ensure smooth and efficient hotel operations
  • Record any special needs or requests and unique occurrences throughout the shift in the daily logbook  Communicate any unordinary occurrences to the next shift.  Communication is instrumental in smooth operations
  • Stay knowledgeable of all emergency procedures and aware of how to handle each situation
  • Maintain a neat and clean workspace at the front desk and adjacent areas
  • Perform property walk-arounds as needed throughout the shift, and address all issues encountered.  All trash, used towels, room service trays, etc. must be picked up.  Keep eyes open for any and all safety and security issues.  Report any problems to the appropriate department and General Manager
  • Responsible for the settlement and reconciling of guest accounts and paperwork
  • Balance cash drawer and make appropriate cash drops
  • Provide excellent guest service
  • Supply information to guests regarding hotel policies, services, and amenities
  • Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
  • Handle all guest concerns and be able to problem solve in a tactful, professional manner
  • Maintain open lines of communication between all departments within the hotel
  • Exhibit regular and recurrent attendance records
  • Other duties as requested by management

Position Requirements:

  • Minimum Knowledge Requires ability to interpret / extract information and / or perform arithmetic functions.  Typing, record keeping, or word processing.  Good communication skills
  • Formal Education and Job-Related Experience This position requires a minimum formal education of a high school diploma or equivalent related experience
  • License, Registration, and/or Certification Required
  • External and Internal Personal Contact
  • Communications Daily Verbal
  • Written
  • Monthly Participation in meetings
  • Teamwork and Collaboration This job is part of a formal work team within the department

Working Conditions and Physical Effort

  • Stress Load Regular exposure to stresses
  • Workload Fluctuation The workload required to perform this job requires ability to adapt to change
  • Manual Skills Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations
  • Physical Effort Significant portions (more than 50%) of daily assignments involve prolonged standing, transporting material or equipment, or lifting, moving, or carrying heavy (over 30 pounds) materials for intermittent periods throughout the day
  • Physical Environment Some portions (10- 50%) of daily assignments involve exposure to dirt, odors, noise, or temperature / weather extremes.  Working surfaces may be un-level, slippery, or unstable
  • Work Schedule Work regularly requires or varies between day, evening, night, holiday, or weekend assignments.  Schedule varies according to business demands and needs
  • Occupational Risks Some portions (10- 50%) of daily assignments involve occupational risk, such as cuts, burns, exposure to toxic chemicals, injuries from falls, or back injury sustained with assisting in moving, lifting, or positioning equipment or materials
  • Ergonomics Risks Some portions (10 – 50%) of daily assignments involve ergonomic risk, such as regular repetitive tasks, forceful or prolonged exertions of the hands, vibration, cold temperatures, heavy lifting, pulling, pushing, or carrying of heavy objects, poor body mechanics, restrictive workstations, or awkward postures
  • Safety Responsible for adhering to all safety policies and procedures of Suburban Inns
  • Required Travel Position does not require travel to other Suburban Inns properties or client locations.  Work is completed on the property

Uniform and Appearance Guidelines:

  • Uniform and name tag provided.  Close-toed shoes are the responsibility of the Team Member. Appearance Visible earrings are allowed in the ears only, or must be covered throughout the course of the shift.  Hair must be of a natural color, and kept well-groomed.  This policy will be administered by the position’s supervisor, without regard to race, religion, age, sex, national origin, disability, height, weight, genetics, familial status, veteran status, and other protected characteristics.  The Director of Operations has the authority to veto any decision made by the position’s supervisor
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