Guest Services Representative

Guest Services Representative

Compensation: Up to $23.72

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Services Representative for the Chamberlain Hotel in West Hollywood, CA.

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.

Responsibilities include greeting and welcoming guests upon arrival, registering guests into the computer, verifying reservation, address, and credit information, promoting the “preferred” guest program and providing recognition and benefits to all current members. Accept payment for guests’ accounts at registration and at checkout, maintain a house bank, make a deposit and provide accurate daily reports of receipts, cash checks and exchange currency for guests. Issue keys to and control entrance of safety deposit boxes, post miscellaneous charges as requested. Promptly respond to and resolve guest complaints. Answer the telephone promptly and politely, being courteous and friendly. Be thorough, accurate, and efficient in taking reservations, performing check-ins, and performing check-outs. If applicable, operate or assist with shuttle or transportation service in a timely and courteous manner. Assist guests with luggage upon arrival and departure, use the guests’ names, and 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. Be aware of incoming VIPs. Follow all applicable Company Standard Operating Procedures. Perform other assignments as directed by the General Manager. Be an enthusiastic, helpful and positive member of the team. Maintain professional conduct and be self-motivated, responsible and mature. Be supportive of co-workers and maintain open communication with each department. Communicate pertinent information and respond positively to new ideas. Accept constructive feedback and maintain effective communication through meetings, log books and bulletins. Be available to help other departments in emergency situations. Adhere to all work rules, procedures and policies, including those in the associate handbook. Maintain knowledge of safety and security procedures, properly handle and account for keys, and be knowledgeable about policies regarding emergency procedures and security concerns. Actively seek 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; regularly restock and promote pantry items. Increase revenues by offering upgraded rooms and promoting hotel amenities and outlets. Understand the franchise honors program. Ensure all customers establish credit upon check-in and improve cash flow by adhering to established credit and inventory control procedures. Verify reservation details, including name, address and method of payment, and retrieve proper verification and approval codes for cash and credit card paying customers. Identify and record special billing instructions and notify accounting. Complete shift closing accurately with appropriate approvals and authorization codes. Adhere to hotel policies regarding the use of cash banks. Stay current with developments in the hotel by reviewing the communication log book each shift and updating it for the next shift. Report potential sales contacts to the sales department and protect guests’ room numbers.

Qualifications and Requirements

High School diploma or secondary qualification or equivalent. This job requires the ability to perform the following: the ability to speak, read, write and understand the primary languages used in the workplace; the ability to communicate effectively in writing and verbally; basic computational and computer skills; extensive knowledge of the hotel, its services and facilities, and general knowledge of the city where the hotel is located and its attractions. Most tasks are indoors with a moderate-controlled environment. Ability to stand and move for up to four hours, reach other departments in a timely manner, lift up to 15 pounds occasionally, and perform duties requiring grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing. Visual acuity and the ability to spend extended periods viewing a computer screen. Manual dexterity to operate equipment and finger dexterity for office tasks.

Other

Being passionate about people and service. Strong communication skills are essential when interacting with guests and employees. Reading and writing abilities are used for paperwork, logging issues and updates. Basic math skills are used when handling cash or credit. Problem-solving, reasoning, motivating, and training abilities are often used. Ability to work a flexible schedule including nights, weekends and holidays.

Benefits

• At a Glance: Team-driven and values-based culture, medical/dental/vision, vacation and holiday pay, same-day pay available, employee assistance program, career growth opportunities and manager training program, reduced room rates throughout the portfolio, third-party perks (movie tickets, attractions, etc.), 401(k), employee discount, flexible schedule, flexible spending account, life insurance, parental leave, referral program.

• Chamberlain West Hollywood

• All Suite

• West Hollywood's intimate oasis

• For Trailblazers and Traditionalists

• Tucked on a tree-lined residential street in West Hollywood just steps from the Sunset Strip and Santa Monica Boulevard, the Chamberlain West Hollywood blends a fresh, eclectic sensibility with relaxed sophistication, chic comfort and impeccable service. A discreet urban oasis, this fashionable boutique retreat features 115 Perkins + Will designed suites, a stylish for-guests-only intimate Hollywood hideout featuring a glamorous rooftop terrace made for sunning and savoring the city’s most breathtaking views.