Guest Services Representative
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Hampton Inn Lino Lakes
MN
Summary
The Guest Services Representative is responsible for welcoming guests, managing check-ins and reservations, and providing professional service throughout their stay. They also handle guest inquiries, maintain the cleanliness of the lobby, and ensure property safety and security protocols are followed.
Job Description
Description
Schedule: Every other Friday and every Saturday, 3:00 PM–11:00 PM Additional Availability: Additional shifts may be available or required as needed Employment Type: Part-Time Location: Lino Lakes MN
Essential Duties and Responsibilities
- Welcome guests warmly and provide professional, courteous service throughout their stay.
- Complete guest check-in accurately and efficiently.
- Verify guest identification, reservations, payment information, and room details.
- Process, credit card, and other authorized payments while maintaining accurate records.
- Make, modify, and cancel reservations in accordance with hotel policies.
- Answer incoming phone calls and respond to guest inquiries in a timely and professional manner.
- Provide information about hotel amenities, services, local attractions, restaurants, transportation, and directions.
- Handle guest requests, concerns, complaints, and service recovery professionally and promptly.
- Communicate with Maintenance and other departments regarding guest room or property issues.
- Assign rooms based on reservations, availability, guest preferences, and hotel procedures.
- Explain hotel policies, amenities, breakfast hours, Wi-Fi access, parking, and other services to guests.
- Maintain a clean, organized, and welcoming front desk and lobby area.
- Protect guest privacy and confidential information in accordance with hotel policies.
- Follow proper procedures for handling guest keys, lost and found items, payments, and sensitive information.
- Monitor the lobby and front entrance area and maintain awareness of guest and property safety.
- Complete daily front-office paperwork, reports, logs, and shift procedures accurately.
- Assist with Hilton Honors guest loyalty program inquiries and enrollment when applicable.
- Recognize and appropriately assist Hilton Honors members according to hotel procedures.
- Communicate important guest information and outstanding issues during shift handoffs.
- Follow hotel standards for appearance, professionalism, customer service, and workplace conduct.
- Follow emergency, safety, security, and evacuation procedures.
- Assist other hotel departments and team members as needed to ensure smooth hotel operations.
- Maintain knowledge of hotel policies, room types, rates, amenities, and current promotions.
- Perform additional duties assigned by the Front Office Manager or General Manager.
Schedule & Availability
This position is primarily scheduled every other Friday and every Saturday from 3:00 PM to 11:00 PM. Additional shifts may be available or requested as needed, depending on business needs and staffing requirements.
Requirements
Qualifications
- Strong interpersonal and communication skills
- Strong organizational skills and attention to detail
- Ability to handle stressful situations with poise and professionalism
- Conduct work-related functions in a professional manner
