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Guest Service Representative- Holiday Inn Express of Holland

Employment with Suburban Inns is more than just a job…..

Benefits Include:

  • Insurance for full time Team Members
  • Vacation for full time Team Members
  • Paid holidays
  • Hotel discounts
  • Flexible hours (dependent on position)
  • Employee incentive programs

Compensation:

Based on experience

Shift:

  • Second 
  • This position requires working some weekends 

Position Summary 

 Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns’ Core Values and IHG standards (standards are available online at IHGMerlin.com), 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
  • 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
  • Exhibit regular and recurrent attendance records
  • Maintain open lines of communication between all departments within the hotel
  • 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

                                   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

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: Significant portions (more than 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: Uniform shirt and name tag provided.  Suburban Inns approved black slacks and 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 Director of Operations has the authority to veto any decision made by the position’s supervisor

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