Guest Service Representative - Embassy Suites by Hilton

Job Description

Job Description

​ Embassy Suites Downtown Grand Rapids is a fast-paced, high-energy workplace, with endless opportunities for advancement. Come join the best team in the Hospitality Industry!

* Position can be used as a paid internship
* Shifts: 1st and 2nd shift
* Wage: Starts at $16.00/hour, based on experience

Benefits Include:

• Hotel and restaurant discounts
• Earned Paid Time Off for ALL Team Members
• Insurance (health, vision, dental, life) for full time Team Members
• Flexible schedules (dependent on position)
• Holiday Pay
• 8 hours of paid volunteer time per year (must be accredited)
• Advancement opportunities
• 100% paid maternity/paternity or adoption leave for those who qualify for FMLA
• Employee Assistance Program (EAP) through Pine Rest (3 free counseling visits, online library, and access to legal, financial and elder care consultations)

Position Summary:

Responsible for providing strong sales techniques and excellent guest service, according to Suburban Inns Core Values and Hilton/Embassy Suites standards, as well as going above and beyond to ensure that guests are 100% satisfied.

Essential Functions:

• Greet all guests in a friendly, positive manner. Ask questions of guests and make personal connections to make them feel they are welcome and valued
• Sell the property according to the Suburban Inns sales standard
• Gather the appropriate data from each guest, from address information to credit cards and signatures
• Follow the shift checklists each day, completing every task in order to ensure smooth and efficient hotel operations
• Record any special needs or requests and unique occurrences throughout the shift in Quore. Communicate any unordinary occurrences to the next shift
• Complete any required emergency trained needed according to Suburban Inns and brand standards, with documentation of training being completed. Stay knowledgeable of all emergency procedure and aware of how to handle each situation
• Maintain a neat and clean workspace at the front desk and adjacent areas
• Keep eyes open for any and all safety and security issues. Report any problems to the appropriate department and General Manager
• Report any problems to the appropriate department and General Manager
• Responsible for the settlement and reconciling of guest accounts and paperwork
• Balance cash drawer and make appropriate cash drops
• Provide excellent guest service:
  • Supply information to guests regarding hotel policies, services, and amenities
  • Respond to guest requests for assistance and information on the surrounding areas, such as directions, dining, and entertainment
  • Handle all guest concerns and be able to problem solve in a tactful, professional manner
• Maintain open lines of communication between all departments within the hotel
• Follow all Suburban Inns Processes
• Exhibit regular and recurrent attendance records
• Other duties as requested by management

Position Requirements:
Minimum Knowledge: Requires ability to interpret/extract information and/or perform arithmetic functions. May require typing, basic computer knowledge, record keeping, or word processing. Good communication skills
Formal Education and Job-Related Experience: This position requires a minimum formal education of a high school diploma or equivalent related experience.
License, Training, and/or Certification Required: CPR Training (may be completed upon hire).
We are a dynamic organization in a rapidly changing industry. Accordingly, the responsibilities associated with this job will change from time to time in accordance with business needs. More specifically, the incumbent may be required to perform additional and/or different responsibilities from those set forth above.

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