Guest Service Representative

Location Charleston, SC
Property DoubleTree Hotel & Suites - Historic Charleston
Date Posted June 21, 2017
Job Type Customer Service, Front Desk

Description

Charleston, SC – A Guest Service Representative represents one of the first points of contact with guests and handles all stages of a guest’s stay.  S/he will be responsible for exemplifying the DoubleTree Culture and the following:

Core Values:

  • Excellence – We are committed to delivering outstanding performance by exceeding the expectations and creating memorable experiences for our guests, team members, and owners
  • Integrity – Be trustworthy and always do the right thing
  • Respect – Each person is honored and we treat each other with kindness
  • Teamwork – We care about each other and always accomplish more together
  • Innovation – To foster a culture that inspires and engages our team members to continually improve our product and services
  • Balance – Continually strive to balance our lives and contribute positively to the community
  • Resilience – We recover and thrive from any challenge or changes

Principal Responsibilities:

  • Greet guests and complete the registration process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information and room rate, selection of rooms, coding electronic keys, promoting marketing programs, providing a welcome packet and ensuring guest knows location of room and/or has a bell person accompany him/her
  • Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted, using the point-of-sale system, handling money, processing credit and debit cards, accepting and recording various forms of payment, converting foreign currency, making change and processing gift certificates and cards
  • Demonstrate a thorough knowledge of hotel information including, but not limited to, room categories, room rates, packages, promotions, the local area and other general product knowledge and answer guest questions and inquiries
  • Use up-selling techniques to promote hotel services and facilities and to maximize room occupancy
  • 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, input, retrieve and relay messages to guests

Qualifications:

  • High School diploma or equivalent
  • Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary
  • Computer knowledge including intranet and property management systems
  • Customer service experience is required as well as a great attitude with a great personality. The ideal candidate must be mature, professional, knowledgeable of downtown restaurants and sights
  • Must be able to work a flexible schedule that will include days, evenings, weekends and holidays

Physical Demands:

  • The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
  • While performing the duties of this job, the employee is regularly required to stand, walk, sit, use hands to finger, handle or feel, reach with hands and arms, climb or balance, and talk or hear

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Additional Comments


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