Guest Services Representative -DoubleTree by Hilton Billings, MT

Summary: Hotel Equities, a multi-award-winning hotel development and hospitality management company, is currently searching for a remarkable Guest Service Representative for the DoubleTree by Hilton in Billings, Montana. The role involves providing professional and courteous service to guests, handling inquiries, and ensuring a positive experience for all visitors. Responsibilities: - Greet and welcome guests upon arrival. Register guests into the computer, verifying reservation, address, and credit information - Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests - Promptly respond to and resolve guest complaints - Answer telephone promptly and properly being polite, courteous, and friendly - Be friendly, thorough, accurate and efficient in taking reservations, performing Check-ins, and performing Check-outs - (If applicable) Operate or assist with shuttle or transportation Service in a timely and courteous manner - Assist guests with luggage upon their arrival to and departure from the hotel - Be knowledgeable and helpful about the local area, the hotel and hotel services - Assist guests’ with laundry/dry cleaning needs - Know of incoming VIPs - Follow all applicable Company Standard Operating Procedures - Perform other assignments as directed by the General Manger - Be an enthusiastic, helpful and positive member of the team - Be professional, responsible and mature in conduct and behavior - Be understanding of, encouraging to and friendly with all co-workers - Be self-motivated and use time wisely - Communicate professionally and effectively with guests, other team members, departments and leadership - Respond positively to new ideas and openly accept critical/developmental feedback - Maintain effective communication through the use of meetings, log books and bulletins - Be available to help other departments in emergency situations - Adhere to all work rules, procedures and policies established by the company including, but notmlimited to those contained in the associate handbook - Properly handle and account for keys - Be knowledgeable of policies regarding emergency procedures and security concerns - Have complete knowledge of hotel rooms, function space, restaurant (if applicable), other outlets, and services; have in depth knowledge of and regularly re-stock and sell pantry items - Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets - Have full understanding of franchise honors program and promote the guest program and provide recognition and benefits to all current members - Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures: - Adheres to hotel policies regarding the use of cash banks - Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift - Report potential sales contacts to the sales department protection of guests’ room numbers Required Qualifications: - High School diploma /Secondary qualification or equivalent - Experience with Marriott, Hilton, IHG, Wyndham or Hyatt processes and standards - Must be able to speak, read, write and understand the primary language(s) used in the workplace - Must be able to read and write to facilitate the communication process - Requires good communication skills, both verbal and written - Must possess basic computational ability - Must possess basic computer skills - Extensive knowledge of the hotel, its services and facilities; General knowledge of the city where hotel is located and its attractions - Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems - Must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task - Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis - Must be able to lift up to 15 lbs occasionally - Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity - Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates - Vision occurs continuously with the most common visual functions being those of near vision and depth perception - Ability to spend extended lengths of time viewing a computer screen - Requires manual dexterity to use and operate all necessary equipment - Must have finger dexterity to be able to operate office equipment - Being passionate about people and service - Strong communication skills are essential when interacting with guests and employees - Reading and writing abilities are used often when completing paperwork, logging issues/complaints/requests/ information updates, etc - Basic math skills are used frequently when handling cash or credit - Problem-solving, reasoning, motivating, and training abilities are often used - Have the ability to work a flexible schedule including nights, weekends and/or holidays Required Skills: Marriott processes and standards, Hilton processes and standards, IHG processes and standards, Wyndham processes and standards, Hyatt processes and standards, Basic computational ability, Cash handling, Credit processing, hotel services and facilities, local area and attractions, Manual dexterity to operate office equipment, Motivating Benefits: Team Driven and Values Based Culture, Medical/Dental/Vision, Vacation & Holiday Pay, Same-day pay available, Employee Assistance Program, Career Growth Opportunities/ Manager Training Program, Reduced Room Rates throughout the portfolio, Third Party Perks (Movie Tickets, Attractions, Other), 401(k), Employee assistance program, Employee discount, Flexible schedule, Flexible spending account, Life insurance, Parental leave, Referral program