Guest Services Representative

Pittsburgh, PA, USA|Travel, Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life insurance

Disability insurance

401K with company match

Paid Time Off

Weekly Payroll

Sundays Off

Job Description

InTown Suites is a prominent name in the hospitality industry, specializing in extended stay lodging and offering comfortable, affordable accommodations across various locations. Known for its commitment to providing a welcoming and convenient experience for its guests, InTown Suites operates multiple properties designed to cater to travelers requiring temporary housing solutions. The company emphasizes passion, customer focus, and professionalism, ensuring that their guests receive top-notch services throughout their stay. At its Pittsburgh, Pennsylvania location, InTown Suites upholds these values, fostering a positive environment where employees are passionate and aligned with the company's vision of excellent customer service.

The Guest Services Representative position at InTown Suites is a frontline role pivotal to maintaining and elevating the guest experience. This role demands a customer-oriented individual capable of handling all front office related functions with efficiency, courtesy, and professionalism. The position is located at 4595 McKnight Road, Pittsburgh, Pennsylvania 15237, and is structured to support daily operations while embodying the company's commitment to exceptional service. The employment type for this role typically is full-time with competitive compensation tied to industry standards, reflecting the responsibilities and skill level required.

As a Guest Services Representative, you will be responsible for ensuring smooth and friendly interactions with guests from check-in to check-out. This role requires proficiency in reservation management, problem-solving, and handling guest inquiries and concerns effectively. When the General Manager is absent, the Guest Services Representative assumes crucial responsibilities, including oversight of the front office, reporting to the Regional Operations Manager, delivering staff guidance, and ensuring compliance with safety and security standards. This multifaceted role is essential in guaranteeing that the property functions efficiently and that guest needs are promptly met.

InTown Suites supports and values its employees by creating an engaging and supportive work environment. Training programs are designed to help new team members assimilate and succeed quickly. The role offers substantial interaction with guests and team members, requiring strong communication skills, flexibility, and the ability to manage multiple activities under pressure. Guests expect courteous, timely service, and the representative must embody the company's dedication to quality and integrity.

Job Requirements

High school diploma or equivalent
previous experience in hospitality or front office operations preferred
valid driver's license
current auto insurance
access to a functioning automobile
strong communication skills
proficiency with computer operating systems
ability to work flexible hours including weekends and holidays
ability to handle multiple tasks in a fast-paced environment
excellent problem-solving skills
ability to stand for extended periods
physical ability to lift up to 25 pounds occasionally

Job Qualifications

Possess a valid driver's license, current auto insurance and a functioning automobile
ability to read, understand, interpret information found in a variety of reports and other internal hotel information
read, speak, write and understand the English language
sufficient mathematical skills to calculate room revenue, average rate, occupancy percentage and count and balance a cash bank
general computer proficiency
possess thorough knowledge of front office and related department operations, service standards and techniques, guest relations and etiquette, upselling techniques
possess the knowledge and ability to perform a variety of front office and related positions
ability to compose and express thoughts concisely
ability and flexibility to work long hours on a regular basis and as business conditions demand
ability to manage multiple activities often in stressful situations with time constraints
ability to use time management skills effectively
ability to make effective judgment on all facets of front office operations and staff, and solve guest and operational problems effectively

Job Duties

Ensure reservations are taken correctly and courteously
represent hotel in a professional and courteous manner
check guests in and out in a timely and efficient manner
be proficient in computer operating system
deal with guest issues professionally at all times
notify General Manager or equivalent immediately of any guest, employee, or cash concerns
provide guidance to property staff as needed
ensure compliance of safety and security standards
report to Regional Operations Manager in General Manager's absence
be responsible for bank deposits in General Manager's absence
identify and follow up on life and safety issues and inspection issues
notify General Manager or equivalent immediately of any safety and/or security violations of policy
leave all desk and office areas in a clean and neat manner
take responsibility for ensuring that property is always clean and free of any trash and debris