Guest Service Representative - Holiday Inn Express, Holland
The Holiday Inn Express is a fast-paced, high-energy workplace, with endless opportunities for advancement. Come join the best team in the Hospitality Industry!
Guest Service Representative:
We are in need of 1st and 2nd shift team members. Full-time and Part-time available plus flexible scheduling!
Starting wage is $14/hr
Position Summary:
Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns’ Core Values and Suburban Inns/IHG 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
- Sell the property according to the Suburban Inns sales standard
- 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
- Supply information to guests regarding hotel policies, services, and amenities
- 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 Quore. Communicate any unordinary occurrences to the next shift.
- Maintain a neat and clean workspace at the front desk and adjacent areas
- Check the pool area as many times as needed throughout the shift, stocking pool towels and straightening up the pool deck
- Perform property walk-arounds as needed throughout the shift, and address all issues encountered. All trash, used towels, etc. must be picked up, lobby coffee stocked, check public restrooms and clean if necessary. Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager
- Complete any required emergency training needed according to Suburban Inns and IHG standards, with documentation of training being completed. Stay knowledgeable of all emergency procedures and aware of how to handle each situation
- Complete any required IHG training for front desk procedures and IHG Rewards Club, 100% responsible for ensuring IHG Rewards Club standards are exceeded each shift
- 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, entertainment, and events
- 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
- Follow all Suburban Inns Processes
- 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. May require typing, basic computer knowledge, 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, Training, and/or Certification Required: CPR Certification (may be completed upon hire)
External and Internal Personal Contact:
Communications: Daily-Verbal & Written
Participation in meetings as needed
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: Some portions (10-50%) 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, and/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: Uniform shirt and name tag provided. Close-toed shoes are the responsibility of the Team Member.
Appearance: All facial piercings must be approved by management. Gauges in ears are not allowed on anyone who’s primary job function is interacting with guests. Hair must be of a natural color, and kept well-groomed. All tattoos that are not covered by a work uniform must be approved in writing by management. Any tattoo that is deemed offensive to co-workers, guests, vendors or others in the workplace based on racial, sexual, religious, ethnic, or other characteristics or attributes of a sensitive or legally protected nature are not permitted and must remain covered or concealed at all times. 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 Vice President of Hotel Operations has the authority to veto any decision made by the position’s supervisor
We are a dynamic organization in a rapidly changing industry. Accordingly, the responsibilities associated with this job will change from time to time in accordance with business needs. More specifically, the incumbent may be required to perform additional and / or different responsibilities from those set forth above.
