Guest Services Representative at Holiday Inn SF City Centre!

Reports To: Front Office Manager / Rooms Division Manager 

Purpose for the Position: As a Guest Service Representative, you will be the first point of contact for guests, providing them with a warm welcome and ensuring their needs are met throughout their stay. This position requires excellent customer service skills, effective communication, and the ability to handle various tasks simultaneously. At the Holiday Inn, we want people who are friendly, welcoming and full of life; people who are always finding ways to make every guest’s experience an enjoyable one. 

Key Responsibilities: 

1. Guest Services: 

• Assist with guest check-ins and check-outs, ensuring a seamless and efficient process on the front and back end.   
• Handle guest inquiries, complaints, and requests in a professional and timely manner. 
• Provide information about hotel amenities, services, and local attractions. o Ensure a high level of guest satisfaction and resolve issues to maintain positive guest relations. 

2. Operational Duties: 

• Assist guests with reservation inquiries, changes, and cancellations. 
• Maintain accurate records of reservations and room assignments. 
• Handle cash, credit card, and other payment transactions accurately. 
• Balance cash drawer at start and end of each shift.  

 3. Customer Service/Administrative Duties: 

• Address guest inquiries, concerns, and requests promptly and professionally. 
• Answer phone calls, emails, and in-person inquiries from guests, potential guests, and other departments. 
• Relay messages and information to the appropriate department or staff member.
• Handle guest complaints and issues diplomatically, seeking solutions to ensure guest satisfaction.
• Coordinate with other hotel departments to resolve problems efficiently.
• Maintain accurate and up-to-date records, including guest information, room availability, and financial transactions.
• Complete daily reports and tasks as assigned by management.  

Qualifications: 

• High school diploma or equivalent; associate or bachelor’s degree in hospitality management or accounting is a plus. 
•  Previous experience in customer service or hospitality is desirable. 
•  Strong numerical and analytical skills with attention to detail. 
• Excellent communication and customer service skills. 
• Ability to work in a team setting and handle multiple tasks simultaneously. 
• Strong problem-solving skills and the ability to remain calm under pressure. 
• Flexibility to work days, nights, weekends, and/or holidays.   

Physical Requirements: 

• Ability to stand for extended periods. 
• Ability to lift up to 25 pounds occasionally. 
• Manual dexterity for operating office equipment and handling cash.

 Performance Standards: 

• High levels of guest satisfaction and positive feedback. 
•  Adherence to hotel policies and procedures. 
• Effective collaboration with other hotel departments.

A Guest Services Representative plays a crucial role in the successful operation of the hotel, ensuring each guest feels welcome from check-in to check-out, whether that’s answering questions, solving problems, or working with the team to maximize satisfaction.