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MCR Hotels · 3 months ago

GUEST SERVICE REPRESENTATIVE

Killeen, TX

Full-time

Onsite

New Grad, Entry Level

MCR Hotels is the 3rd-largest hotel owner-operator in the United States, managing a portfolio of premium-branded hotels. They are seeking a Guest Service Representative to serve as the first point of contact for guests, managing all aspects of their accommodation including check-in, reservations, and providing information about hotel amenities.

Financial Services

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