Guest Services Representative | TownePlace Suites, Lubbock TX

Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Front Desk Agent for the TownePlace Suites in Lubbock, TX

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.

• Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information. Promote “preferred” guest program and provide recognition and benefits to all current members.



• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests



• Issue key to and control entrance of safety deposit boxes. Post miscellaneous charges as requested.



• Promptly respond to and resolve guest complaints



• Answer telephone promptly and properly being polite, courteous, and friendly



• Be friendly, thorough, accurate and efficient in taking reservations



• Be friendly, thorough, accurate and efficient in performing Check-ins



• Be friendly, thorough, accurate and efficient in performing Check-outs

(If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner

• Assist guests with luggage upon their arrival to and departure from the hotel



• Use the guests’ names



• 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



• Know of incoming VIPs



• Follow all applicable Company Standard Operating Procedures.



• Perform other assignments as directed by the General Manger.



• Be an enthusiastic, helpful and positive member of the team



• Be professional, responsible and mature in conduct and behavior



• Be understanding of, encouraging to and friendly with all co-workers



• Be self-motivated and use time wisely



• Maintain open line of communications with each department



• Communicate pertinent information



• Respond positively to new ideas



• Openly accept critical/developmental feedback



• Maintain effective communication through the use of meetings, log books and bulletins



• Be available to help other departments in emergency situations



• Adhere to all work rules, procedures and policies established by the company including, but not



• limited to those contained in the associate handbook.



• Safety and Security Skills



• Properly handle and account for keys



• Be knowledgeable of policies regarding emergency procedures and security concerns



• Aggressively seek and react to 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; have in depth knowledge of and regularly re-stock and sell pantry items



• Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets



• Have full understanding of franchise honors program



• Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures:



• Verifies all information on reservations check-in; name, address, method of payment, etc.



• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers



• Identifies and records special billing instructions and notifies accounting



• Completes shift closing accurately by getting appropriate approval signatures and authorization codes



• Adheres to hotel policies regarding the use of cash banks



• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift



• Report potential sales contacts to the sales department protection of guests’ room numbers.

Qualifications and Requirements:

High School diploma /Secondary qualification or equivalent.

Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards.

This job requires the ability to perform the following:

• Must be able to speak, read, write and understand the primary language(s) used in the workplace.



• Must be able to read and write to facilitate the communication process.



• Requires good communication skills, both verbal and written.



• Must possess basic computational ability.



• Must possess basic computer skills.



• Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions.



• Most work tasks are performed indoors. Temperature is moderate and controlled by hotel

environmental systems.

• Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.



• Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.



• Must be able to lift up to 15 lbs occasionally.



• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing,

listening and hearing ability and visual acuity.

• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates



• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.



• Ability to spend extended lengths of time viewing a computer screen.



• Requires manual dexterity to use and operate all necessary equipment.



• Must have finger dexterity to be able to operate office equipment

Other:

• Being passionate about people and service.



• Strong communication skills are essential when interacting with guests and employees.



• Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc.



• Basic math skills are used frequently when handling cash or credit.



• Problem-solving, reasoning, motivating, and training abilities are often used.



• Have the ability to work a flexible schedule including nights, weekends and/or holidays

Amazing Benefits At A Glance:

• Team Driven and Values Based Culture



• Salary $12.50-$13.00 based on experience



• Medical/Dental/Vision



• Vacation & Holiday Pay



• Same-day pay available



• Employee Assistance Program



• Career Growth Opportunities/ Manager Training Program



• Reduced Room Rates throughout the portfolio



• Third Party Perks (Movie Tickets, Attractions, Other)



• 401(k)



• Employee assistance program



• Employee discount



• Flexible schedule



• Flexible spending account



• Life insurance



• Parental leave



• Referral program