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Guest Service Agent

Company: Embassy Suites by Hilton Detroit Livonia Novi
Location: Livonia
Posted on: March 20, 2020

Job Description:

It's an exciting time to join our team at the Embassy Suites in Livonia! We provide only the finest of accommodations with guest service second-to-none. We pride ourselves on supporting, encouraging and coaching our fellow team members to provide outstanding guest service and satisfaction-and we would like you to become part of our team. With Spire Hospitality, your success is our primary mission. Apply today! Our associates receive discounts to hotels for them and their friends, and benefits after 60 days of employment! Referral incentive also available! The guest service representative will greet and register guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet high standards of quality. Examples of duties: -Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. -Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office. -Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers' checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest room and House accounts using the computer. -Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested. -Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor. -Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

Keywords: Embassy Suites by Hilton Detroit Livonia Novi, Livonia , Guest Service Agent, Hospitality & Tourism , Livonia, Michigan

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