Guest Services Representative

About This Role

Serve as a Guest Services Representative for The Vanguard Hotel, Ann Arbor, MI, providing professional and courteous service to arriving, departing, and in-house guests. You will manage reservations, process payments, and ensure guest satisfaction.

Responsibilities

• Greet and welcome guests upon arrival and register them into the computer system
• Verify reservation, address, and credit information for guests
• Promote the "preferred" guest program and provide recognition and benefits to members
• Accept payment for guest accounts at registration and checkout
• Maintain a house bank and make daily deposits and accurate reports of receipts
• Cash checks and exchange currency for guests
• Issue keys and control entrance to safety deposit boxes
• Promptly respond to and resolve guest complaints
• Answer telephone promptly and properly with politeness, courtesy, and friendliness
• Assist guests with luggage upon arrival and departure
• Be knowledgeable and helpful about the local area, the hotel, and hotel services

Requirements

• Ability to speak, read, write and understand the primary language(s) used in the workplace
• Good communication skills, both verbal and written
• Basic computational ability
• Basic computer skills
• Extensive knowledge of the hotel, its services and facilities
• General knowledge of the city where hotel is located and its attractions

Qualifications

• High School diploma /Secondary qualification or equivalent

Nice to Have

• Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards

Benefits