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About the Role
Guest Service Representatives are the first in-person contact for hotel guests, serving as brand ambassadors. This role requires engaging, attentive, service-oriented individuals who are creative problem solvers and prioritize delivering and exceeding guest expectations, resolving concerns, executing brand standards, and maintaining excellent communication.
Responsibilities
- Check all hotel guests in and out in a confident, professional, and personalized manner.
- Welcome and register hotel guests, explain accommodations, and establish credit or method of payment.
- Demonstrate thorough knowledge of hotel information, including room categories, rates, packages, promotions, amenities, and local area.
- Answer guest inquiries.
- Maintain regular attendance in compliance with LodgeWorks’ standards.
- Comply with LodgeWorks’ standards and regulations to encourage safe and efficient hotel operations.
- Take hotel reservations accurately and efficiently.
- Ensure immediate response to every guest comment and concern for timely, friendly, and efficient resolution.
- Maintain accuracy with all accounting, cash handling, and billing procedures.
- Ensure all calls are answered courteously, professionally, and efficiently.
- Work harmoniously and professionally with co-workers and supervisors.
- Know and communicate hotel emergency procedures; inform and assist guests in emergencies.
- Use hotel communication tools to log and notify fellow associates and supervisors of pertinent information.
- Accomplish deep-cleaning tasks of guest rooms.
- Ensure adherence to LodgeWorks and OSHA standards.
- Assist in other tasks or duties as requested by management.
Requirements
- A team player with a heart for hospitality.
- An excellent communicator.
- Entrepreneurial at heart and innovative in mind.
- Naturally curious and value listening to solve problems.
- Expert in prioritizing with the ability to use time wisely.
- Dedicated with a strong work ethic and can work both individually and with a team.
- Steadfastly driven to ensure the safety and security of guests and their belongings.
- Comfortable following directions, guidelines, and work objectives.
- Capable of exerting up to 60 pounds of force occasionally.
- Capable of standing for an entire shift or for an extended amount of time.
- Capable of reaching overhead, utilizing both hands, leaning over, stooping, and kneeling.
- Eager to be part of a great work culture and team.
Skills
- Communication
- Problem-solving
- Prioritization
- Time management
- Work ethic
- Teamwork
- Attention to detail
- Customer service
Location
- Austin, TX
Work Type
- Full-time
Experience Level
- Six months related experience in hospitality or a service industry (a plus)
Benefits
- PTO
- Hotel and restaurant discounts available at select LodgeWorks properties
- Health, vision and dental benefits
- 401(k) plans with matching contributions
- Paid holidays
- Short-term and long-term disability (company sponsored)
- Referral bonuses
- Flexible spending accounts
About the Company
- LodgeWorks is a privately held hotel development and management company.
- Operates 18 hotels, including the Archer Hotel boutique collection and other brands like Hyatt Place, Hyatt House, Aloft, Hilton Garden Inn, and Hampton Inn.
- Has a rich 35+ year history and is considered an industry innovator.
- Maintains a strong family culture with over 950 employees nationwide.
- Grounded in Midwestern hospitality.
- Prioritizes hospitality with each other, guests, clients, and partners.
Equal Opportunity
- LodgeWorks is an equal opportunity employer and values diversity at our company.
- We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.