• Guest Service Representative

    Ramada Midtown Conference Center
    Job Description
    At Calm Nights® we want our guests to relax and be themselves which means
    we need you to:
    • Be you by being natural, professional and personable in the way you are with people
    • Get ready by taking notice and using your knowledge so that you are prepared for anything
    • Show you care by being thoughtful in the way you welcome and connect with guests
    • Take action by showing initiative, taking ownership and going the extra mile
    Job Overview
    Take guest reservations to secure rooms with the Holiday Inn Worldwide system in a prompt, courteous and accurate manner to maximize hotel revenues.
    Maintain an appealing, clean and safe environment for the guests and fellow staff.
     
    Duties and Responsibilities
    GUEST EXPERIENCE
    • Review Log book and current events to prepare for the current day’s tasks
    • Books guest reservations that are requested either by phone or from within the hotel.
    • Up sells rooms where possible according to established procedures
    • Provides accurate information about the city and the surrounding attractions when requested
    • Maintains a clean and organized work area to maximize efficiency
    • Notifies supervisor of incidents or conflicts that affect normal business operations or guest services.
    • Excel to achieve quality and guest satisfaction goals.  Respond in a courteous and prompt manner to all guest questions, complaints and/or requests to ensure a high level of guest satisfaction.
    • Talk, listen and help resolved conflicts with customers. An expert communicator will be able to listen effectively to find the root cause of issues and communicate clearly and in a friendly way to solve the issue and keep the customer happy.
    • Patience: Guest service representatives might have to deal with confused or irate customers. Having patience will help you stay polite, even in stressful situations.
    • Problem-Solving Skills: You will have to solve customer issues, sometimes without seeing the actual problem first hand. Being able to problem solve with a customer will help your job.
     ACCOUNTABILITY
    This is a line level service position in a small to medium full-service hotel with 196 sleeping rooms, full service restaurant, lounge and banquet facilities that cater to 500 people or less.
     
    QUALIFICATIONS AND REQUIREMENTS
    Minimum:  GED.  Prior Customer Service experience preferred.
     
    This job requires ability to perform the following:
    • Carrying or lifting items weighing in excess of 25 pounds
    • Moving about the facility, being on your feet for up to 8 hours at a time
    • Counting Cash, intermediate computer skills and other primary office equipment knowledge
    • Bending, stooping, kneeling
     
    Other:
    • Communication skills are utilized a significant amount of time when interacting with guests, sales staff and all other line level employees, and supervisor.
    • Exceptional interpersonal skills.
    • Excellent written and verbal communication.
    • Good time management and organizational skills.
    • Conflict resolution experience.
    • Patience and good listening skills.
    • Must speak fluent English.  Must be able to read, write and perform basic math equal to a GED education.