What are the responsibilities and job description for the GUEST SERVICE REPRESENTATIVE position at MCR?
The Guest Service Representative at the Hampton Inn King Of Prussia serves as the first point of contact for guests and manages all aspects of their accommodation. Guest Service Representative responsibilities include registering guests, managing reservations, and providing information about rooms, rates, and amenities.
Responsibilities:
Greet guests and complete the check-in process
Input and retrieve information from the computer and PMS system
Confirm guest information, room rate, selection of room, code electronic keys
Provide information to guests about hotel amenities & local area
Assist guests with check-out
Ensure rooms and services are correctly accounted and charged
Handling money, processing credit and debit cards, accepting various forms of payment, and processing gift certificates
Demonstrate knowledge of hotel information including room categories, room rates, packages, promotions, the local area, and other general product knowledge
Use up-selling techniques and promote marketing programs to maximize room occupancy and profit
Answer and manage phone calls in a timely manner, managing multiple tasks at once
Respond to guest inquiries and requests and resolve issues in a timely, friendly, and efficient manner
Field guest complaints, conduct research, and resolve and negotiate solutions for guest satisfaction
Receive, retrieve, and relay messages and packages to guests
Other duties as assigned
Requirements:
Front desk experience preferred, but will train the right fit
Experience with the brand a strong plus
Highly motivated and self-directed
Exceptional customer service skills required
Must possess strong computer skills
Ability to move, and occasionally lift up to 20 pounds and stand for extended periods of time
Excellent English communication skills both written and verbal
A can-do attitude and a hands-on approach
A flexible schedule that allows availability days, nights, holidays, and weekends based on the demands of the hotel
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