Guest Services Representative

Job description

What is the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location.

Your day to day

• Be the warm welcome that kicks off a memorable guest experience
• Acknowledge IHG Rewards Club members and returning guests, in person or on the phone
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay
• Handle cash and credit transactions
• Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control and release safety deposit boxes
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
• Take pride in your appearance and place as a brand ambassador
• Always know what events and activities are on the day’s schedule
• Jump into other ad-hoc duties when your colleagues need your help

What we need from you

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
• Fluency in the local language - extra language skills would be great, but not essential
• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers
• Flexibility - night, weekend and holiday shifts are all part of the job
• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential
• Experience - ideally you’ll have spent at least one year in a front desk or guest service position
• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs (23 kg). This can involve bending and kneeling.

Job Types: Full-time, Part-time

Salary: From $15.00 per hour

Benefits:

• Paid time off

Schedule:

• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Overnight shift
• Weekend availability

Ability to commute/relocate:

• Livonia, MI 48150: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)
• Overnight Shift (Preferred)

Job Types: Full-time, Part-time

Pay: $15.00 - $16.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Evening shift
• Monday to Friday
• Overnight shift
• Weekends as needed

COVID-19 considerations:
Sanitizer Stations around the hotel, Hospital grade cleaning of all surface areas/high touch areas.

Experience:

• Opera PMS: 1 year (Preferred)
• Hotel Customer Service: 1 year (Preferred)

Work Location: In person

Salary : $15 - $16