Guest Services Representative
Reports to: Front Desk Manager
Department: Rooms
OUR STORY
The Forester Hotel is the natural selection for modern comfort and evolutionary service. Founded on the motto of "Love of Science and Nature", the city of Lake Forest has always been at the crossroads of preservation and progress with its open lands backing up to office parks and the cobblestone streets of historic Market Square leading to Starbucks and Williams Sonoma. We're blazing new trails with boutique offerings including an upscale bistro + bar and over 4,500 square feet of flexible event space.
BENEFITS
- Competitive compensation package
- Full benefits package, including 401K with matching and paid time off from Day 1
- Growth company focused on expansion through strategic acquisition and development
- Hotel discounts at locations worldwide.
JOB DESCRIPTION The Guest Services Representative (GSR) at The Forester Hotel is responsible for providing world-class service to all guests. The GSR will be responsible for handling the front desk operations to ensure guests are satisfied with their accommodation and that all aspects of hotel operations are managed to maintain a high level of guest satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES - Guest Interaction: Greet and assist guests during check-in to ensure satisfaction with assigned rooms.
- Check-Out Process: Handle guest check-outs, ensuring accuracy of billing and resolving any issues promptly.
- Cash Handling: Manage cash transactions and maintain accurate records.
- Reservations & Inquiries: Answer guest inquiries, take reservations, and promote hotel services to increase occupancy.
- Customer Service: Address guest concerns promptly and courteously, both in person and over the phone.
- Telephone Systems: Operate telephone systems, assist with internal calls, and schedule wake-up calls as needed.
- Shift Operations: Complete shift checklists to ensure thoroughness and accuracy in the daily tasks.
- Mail & Messages: Process incoming mail, messages, and faxes promptly and efficiently.
- Communication: Maintain communication through the front desk log book and inform incoming shifts of any issues that need attention.
- Market Services: Serve as a cashier and attend to market needs when required.
- Professional Appearance: Maintain a high standard of personal appearance and proper uniform within the department.
- Guest and Team Member Interaction: Greet guests, visitors, and team members in a courteous and friendly manner and assist them with any needs.
- Safety & Security: Be proficient in Safety and Security Policies and train all team members in these procedures.
- Incident Reports: Report any suspicious activity of guests, visitors, or staff and write up Guest Incident reports as needed.
- Compliance: Perform duties in accordance with Safety and Security Policies, OSHA, and Blood Borne Pathogens regulations.
- Physical Requirements: Utilize computer keyboard, printer, phones, and basic office supplies; lifting supplies occasionally up to 50 lbs., and ability to stand and walk for long periods during the workday.
- Other Duties: Perform any other duties as assigned or requested by management.
QUALIFICATIONS - Education: High School Diploma, GED, or equivalent relevant work experience.
- Experience: Previous customer service or hotel experience required; Hyatt experience is helpful.
- Skills: Friendly demeanor, excellent communication, and customer service skills. Strong organizational and prioritization abilities.
- Technical Skills: Prior computer experience using Windows-based software preferred.
- Physical Abilities: Ability to lift up to 50 lbs., stand, walk, reach, push, pull, twist, and bend as required throughout the workday.