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ONE Lodging Management / TR Lodging Enterprises Guest Services Representative, Embassy Suites Cleveland Rockside in Independence, Ohio

Guest Services Representative, Embassy Suites Cleveland Rockside

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  • 14-Jan-2020 to 28-Feb-2020 (MST)

  • Independence, OH, USA

  • Full Time

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ONE Lodging - now part of Aimbridge Hospitality

Job overview

As a Guest Services Representative, you will fill a pivotal role in ensuring guest satisfaction through check in, check out and attentive coordination of hotel services for each guest. You will be focused on optimizing each guest's experience by promoting hotel services, facilities and outlets and providing information of upcoming events/functions in the hotel and surrounding areas.

The ideal candidate will:

  • Have one year of hotel, customer service and/or sales experience. Special consideration will be given to those who exhibit a proven track record of exemplary customer service/sales performance in other business fields with strong leadership abilities, excellent oral and written communication skills, proficient computer skills to include Word, Excel, Adobe and guest and employee-centric management practices.

  • Be incredibly friendly, customer-centric, love to smile and have knowledge of the local area.

  • Have good computer skills and brand Point of Sale (POS) experience.

  • Register guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals. Greets, registers, and assigns rooms to guests. Answers phone in a prompt, efficient, and friendly manner.

  • Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction. Uses creative reasoning to overcome guest objections and concerns and to ensure 100% satisfaction.

  • Completes daily paperwork to include cashing out, documenting all adjustments, miscellaneous postings, paid outs, charges and check-outs.

  • Assists with sales and marketing efforts as directed by the Director of Sales and General Manager.

  • Provides a professional image at all times through appearance and dress.

Note: Other duties as assigned by supervisor or management