Guest Services Representative

Chattanooga, TN, USA|Onsite

Job Overview

Employment Type

Full-time

Work Schedule

Standard Hours

Flexible

Benefits

Dental Insurance

Health Insurance

flexible schedule

Disability insurance

401(k) matching

Paid Time Off

Opportunities for advancement

Vision Insurance

Job Description

InTown Suites is a renowned hotel chain that prides itself on providing unmatched value and memorable experiences for its guests. With a focus on small gestures that make a big difference, InTown Suites has established itself as a leader in the hospitality industry by prioritizing guest satisfaction and comfort. The company operates multiple hotel properties, delivering quality accommodations and exceptional service in a friendly and welcoming environment. Each location is committed to fostering a diverse and inclusive culture where every team member plays a vital role in ensuring guests have a pleasant stay.

The Guest Services Representative role at InTown Suites is an integral part of the front office team, responsible for managing guest services efficiently, courteously, and professionally. This position requires handling check-ins and check-outs, managing reservations accurately, and addressing guest inquiries and concerns promptly. The role also involves supervising property staff and ensuring compliance with safety and security standards, particularly when the General Manager is absent. This position is pivotal in maintaining a clean and orderly property, upholding service standards, and supporting overall hotel operations to enhance guests' experiences.

As a Guest Services Representative, you will act as the face of the hotel, representing the brand with professionalism and courtesy. You will be expected to proficiently navigate computer systems to manage bookings and guest information while remaining available to resolve any issues that arise during your shift. You will assist in bank deposits, report any safety or security concerns, and ensure the front office is always welcoming and efficient. This position offers a unique opportunity for career growth, supported by comprehensive training programs and a supportive team environment. In addition to competitive health benefits, employees enjoy perks such as flexible schedules, paid time off, and no late shifts, including Sundays off, reflecting the company's commitment to work-life balance. Join InTown Suites and contribute to a hardworking team dedicated to customer satisfaction and operational excellence.

Job Requirements

Previous hospitality experience preferred but not required
high school diploma or equivalent
ability to read, understand, and interpret information from reports and hotel data
proficiency in computer operating systems
strong communication skills in reading, speaking and writing
sufficient mathematical skills for revenue and cash handling
knowledge of front office operations and guest service standards
ability to work long hours and manage multiple tasks
valid driver's license and proof of insurance for local travel
physical ability to stand for eight hour shifts and occasionally lift up to 25 pounds

Job Qualifications

Previous hospitality experience preferred but not required
any combination of education and experience equivalent to high school diploma
any other combination of education, training or experience that provides the required knowledge, skills and abilities
ability to read, understand, interpret information found in a variety of reports and other internal hotel information
ability to read, speak, write in an efficient manner in order to interact with guests and staff
sufficient mathematical skills to calculate room revenue, average rate, occupancy percentage, and count as well as how to balance a cash bank
possess thorough knowledge of Front Office and related department operations, service standards and techniques, guest relations and etiquette, up selling techniques, in order to ensure the effective operation of the front office and related departments
ability to compose and express thoughts in a clear and concise way to ensure effective communication
ability and flexibility to work long hours on a regular basis and as business conditions demand
ability to manage multiple activities and use time management skills to get tasks accomplished in stressful situations/environments
ability to make effective judgment on all facets of front office operations and staff, and the ability to effectively solve guest and operational problems

Job Duties

Represent hotel in a professional and courteous manner
check guests in and out in a timely and efficient manner
ensure reservations are taken correctly and courteously
be proficient in computer operating system
be available at all times to deal with guest issues in a professional manner
notify General Manager or equivalent immediately of any guest, employee, or cash concerns
supervise property staff as needed
ensure compliance of safety and security standards
report to the Regional Operations Manager in General Manager absence
be responsible for bank deposits in General Manager absence
identify and follow up on life/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
handle administrative duties as assigned
take responsibility for insuring that property is always clean and free of any trash and debris