Apollo Hospitality Firm · 1 month ago
Guest Service Representative (11532)
Rina 1 Corp dba Holiday Inn Express & Suites Ardmore - Ardmore, OK 73401
Full-time, Part-time
Onsite
New Grad, Entry Level
0+ years expApollo Hospitality Firm is a company in the hospitality sector, and they are seeking a Guest Service Representative. The role involves checking guests in and out, handling reservations, and ensuring exceptional customer service to enhance guest experiences.
Asset ManagementFinancial ServicesHospitality
Responsibilities
Process guest registrations including the computations & collection of payments
Complete shift reports and process all financial transactions, including the verification & processing of credit card transactions in accordance with company policies and procedures
Comply with reservation procedures to confirm show or no show
Present statements and collect payments from departing guests
Post suite shop/market charges and process payment
Count drawer, make deposit drop verified by witness, and run initials
Close and balance shifts
Ability to work as a team player with all levels of associates
Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property
Provide solutions to problems for guests, associates and management. Use empowerment to exceed associate/guest expectations and resolve conflicts
Take initiative to offer assistance or answer questions through the hotel
Willingness and ability to train new associates
Communicate with Manager regarding status of groups
Communicate with Housekeeping regarding VIP arrivals and expediting vacant ready rooms
Respond to guest needs, special requests, and complaints as needed
Smile, acknowledge, greet guests at front desk and other public areas
Provide exceptional guest service to all hotel guests, making their stay as comfortable and accommodating as possible while achieving team and brand goals
Register guests, assign rooms and issue room keys
Schedule and make wake-up calls
Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.) upon guest request
Answer guest’s questions about charges; attempt to resolve problems to guest satisfaction
Remain highly visible and be readily available for guests at all times
Implement, monitor and carry out guest honors program
Perform administrative functions for guests, i.e. faxing, copying, mailing, over-night mail service and other clerical duties
Thoroughly understand and implement the brand service culture
Perform all shift checklist responsibilities
Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc
Document all maintenance related requests in the Maintenance Request Log/or Work Order Book
May perform housekeeping and minor maintenance duties as needed or requested by management
Record all incidences of tardiness and absenteeism to the General Manager on the proper form
Communicate pertinent shift information on to Manager/Supervisor and team members both verbally and in writing via log-book. Update as necessary
Ability to communicate effectively verbally and in writing and excellent telephone skills
Pass on pertinent information to the next shift. Group information, current selling strategy, follow-up required for guests or shift responsibilities
Make courtesy call to guests to assure their complete satisfaction with their room, etc
Assist team with training, supplies, and support in order to consistently provide Brand quality service
Ability to work in a fast-paced, high-energy and demanding work environment
Receive and transmit messages
Schedule dry cleaning service, post to guest folios and inform guest of their clothing return
Keep records of occupied rooms and guests’ accounts
Practice safety standards at all times
Complete knowledge of Emergency Equipment Manual, i.e. utility and water shutoff equipment, fire alarm system/panel, and emergency procedures, etc
Perform other duties as required
Prompt and regular attendance
Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day
Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work and overtime as required
Comply with hotel and/or department uniform and professional behavior and appearance standards
Carry out all reasonable requests by team leaders and managers and act as a team player with all levels of staff
Participate in all mandatory job training and meetings
Adhere to property policies and procedures the Employee Handbook, and/or other property and Apollo Hospitality Firm documents
Clean and maintain an organized work area. Stock all printers and restock any guest supplies needed at the front desk
Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stayovers, and special requirements for amenities
Verify bucket-check against computer information
Coordinate meeting room function book; booking and quoting rates; coordinating with other department’s food and beverage setups including coordinating the room facility, setups, and breakdown where applicable
Immediately report any suspicious activity by guests or others to the proper authorities
Qualification
Required
High School Diploma / secondary education / equivalent plus six months of hotel guest services experience, preferable in a hotel of a similar size
Must speak fluent English
Must be able to ascend and descend stairs without assistance
Minimum weight employee must be able to lift is 30 pounds
Must be able to constantly stand, lift, bend and walk
Maintain effective key control
Ensure that property click-in procedures are followed
Monitor hours worked to prevent overtime
Be available to work a flexible schedule
Advance computer skills required
Preferred
Some college preferred
Other languages preferred
Company
Apollo Hospitality Firm
Apollo Hospitality Firm manages a diversified portfolio of major hotel brands like Marriott, Hilton, and IHG.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
K
Kendra Blake
General Manager
Company data provided by crunchbase