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About the Role
Guest Service Representatives are the first in-person contact for hotel guests, serving as brand ambassadors. The primary responsibility is to deliver and exceed guest expectations, resolve guest concerns, execute brand standards, and maintain 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 the local area.
- 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 associates and supervisors of pertinent information.
- Accomplish deep-cleaning tasks of guest rooms.
- Ensure adherence to LodgeWorks and OSHA standards.
- Assist in any other task 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
- Customer service
- Cash handling
- Accounting
- Billing
- Reservation management
- Hotel operations
- Emergency procedures
Location
- Brooklyn, NY
Work Type
- Full-time
Experience Level
- 6 months related experience in hospitality or a service industry (a plus)
Salary/Compensations
- $19-$20 per hour
Benefits
- PTO
- Hotel and restaurant discounts 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 with 18 hotels, including the Archer Hotel boutique collection and brands like Hyatt Place, Hyatt House, Aloft, Hilton Garden Inn, and Hampton Inn.
- They are industry innovators with a 35+ year history, proud of their strong family culture and nationwide growth to over 950 employees.
- Hospitality defines everything they do, grounded in Midwestern hospitality with a home office in Wichita, Kansas.
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.