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Guest Service Representative - Holiday Inn Express Grand Rapids SW

Title/Position: Guest Service Representative

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

Employment Type: Part Time 

Shift: First and Second shift 

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

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
  • 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
  • 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, 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
  • Complete any required emergency training needed according to 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 Priority Club, 100% responsible for ensuring Priority 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
  • Exhibit regular and recurrent attendance records
  • Other duties as requested by management

Pay: 

Starting: $10.50

Ending: Based on experience 

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 and written

Weekly: 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. 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 occasionally require travel to other Suburban Inns properties in certain circumstances

Uniform and Appearance Guidelines

 Uniform shirt and name tag provided. Suburban Inns approved slacks/skirt and close-toed shoes are the responsibility of the Team Member

 Appearance

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. 

Piercings- 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. 

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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