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Guest Service Representative Lead

posted March 4, 2019

WoodSpring Suites Charleston Ashley Phosphate
North Charleston, SC
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520991 l

About This Job

Job Responsibilities

Directs and controls the activities in the lobby and front desk area to ensure that guests receive outstanding customer service according to WoodSpring Hotels Brand Standards and WHPM policy. Directs other employees and prioritizes job duties when General Manager is away from the hotel.

Acts as Manager-on-Duty, GSR in the absence of staff due to call-off, termination, or resignation.

Provides friendly and responsive front desk service to guests, while also ensuring that guest payments are collected and processed in a reliable and timely manner.

Greets guests, assists them with check-ins and check-outs, registers and assigns rooms, issues room keys/cards, transmits and receives messages, keeps records of occupied rooms and guest accounts, makes and confirms reservations, presents statement to and collects payments from departing guests. 

Ensures that all service provided is consistently prompt and courteous, designed to meet high standards of quality to ensure guest satisfaction and repeat business.

Inspects guest rooms and public spaces to ensure compliance with Brand Standards and to confirm rooms and property are guest ready. 

Responds to any/all emergency situations (police, fire, emergency responder, weather, building – electrical outage, water line breaks, etc.) in a timely manner.

Essential Functions

  • Organizes, confirms, processes, and conducts all guest check-ins/check-outs, room reservations, requests, changes, and cancellations; greets, registers, and assigns rooms to guests.
  • Secures payment; verifies and adjust billing.  Verifies customers' credit, and establishes how the customer will pay for the accommodation.  Computes bills, collects payments, and makes change for guests.
  • Provides leadership to the team with ongoing training and coaching; leads by example.
  • Keeps abreast of hotel policies concerning room/sign rates, group and other discounts, and special offerings.
  • Issues room keys, identifies and explains room features to guests. Supplies guests with directions and information regarding property amenities, services, hours of operation and local areas of interest.
  • Keeps records of room availability and guests' accounts.
  • Performs bookkeeping activities such as making cash deposits, completing daily audit, running reports, posting payments to guest folios.
  • Responds to guest comments or complaints, referring customers to General Manager as necessary.
  • Prepares housekeeping duty rosters for move-out and stay-over cleans.
  • Inspects/stocks housekeeping carts for service preparedness.
  • Inspects rooms and public areas to accepted health and safety standards for pest control.
  • Creates an operating environment that assures consistent guest satisfaction, meets with and solicit comments from guests on a regular basis to determine their level of satisfaction with guest services and facilities.
  • Maintains proficiency in all location computer and software systems.
  • Assists other employees in completing their respective duties, as necessary, to achieve guest ready rooms, public areas, and outstanding customer service.
  • Responds to emergency situations.
  • Other duties as assigned.

Essential Functions are not all inclusive; other duties may be assigned.

Competencies

Action Oriented – Demonstrates a commitment to effective job performance by taking action on one’s own and following through to get the job done.  Effectively manages multiple priorities with a results-oriented sense of urgency.  

Adaptability and flexibility – Displays the capability to adapt to new, different, and changing requirements.

Conflict Management – Successfully mediates conflict between individuals and groups; can negotiate consensus and agreement and settle disputes equitably; can find common ground and obtain cooperation of parties involved.

Dependability and reliability– Displays responsible behaviors at work:  attendance and punctuality, attention to details, following directions, and fulfilling obligations.

Integrity – Displays strong moral principles and work ethic.  Behaving ethically, acting fairly, and taking responsibility.

Interpersonal Skills – Displays the skills to work effectively with others.

Professionalism – Maintaining a professional presence.  Demonstrating self-control, maintaining a professional demeanor and a positive attitude.

Skills/Qualifications

  • High school diploma or equivalent, College Degree preferred. 
  • 2-5 years of prior guest service experience in a hotel preferred.
  • Good people skills for dealing with both staff and guests.
  • Must have computer skills; the ability to access and accurately input information in to a computer system including Microsoft Office Suite and the Hotel PMS system.  
  • Friendly, cooperative manner and patience in dealing with unreasonable requests or rude customers
  • Must maintain a professional appearance and demeanor.
  • Must maintain a valid state issued driver’s license. 

 Self-starter with the ability to prioritize and handle multiple projects and meet deadlines under pressure, with strong organizational time management skills and problem solving skills. 

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About This Employer

WoodSpring Suites Charleston Ashley Phosphate

7477 Northside Drive
North Charleston, SC 29420

(843) 553-5222

121 Room Extended Stay

www.woodspring.com

WoodSpring Suites Charleston Ashley Phosphate Extended Stay Hotel in Charleston, SC near Charleston Southern University

WoodSpring Suites Charleston Ashley Phosphate, located near Charleston Southern University, is an extended stay hotel offering great nightly, weekly and monthly rates. No matter what brings you to Charleston, school, work, family, fun, military or a move, WoodSpring Suites Charleston Ashely Phosphate provides a clean, welcoming and affordable lodging solution. Pet-friendly hotel. The hotel offers three room types all with well-equipped kitchens and plenty of space for working and relaxing. Free wi-fi, free parking and 24/7 access to on-site washers and dryers.

WoodSpring Suites Charleston Ashley Phosphate provides convenient access to all of Charleston, including:

  • Downtown Charleston (14 miles), Wildwood, SC (3 miles), North Charleston, SC (8 miles), Mt. Pleasant, SC (18 miles), Dewees Island, SC (29 miles), James Island, SC (17 miles), Folly Beach, SC (24 miles)
  • College of Charleston (14 miles), Trident Technical College (2 miles), Charleston Southern University (5 miles), Charleston International Airport / CHS Airport (7 miles), Naval Nuclear Power Training Command (9 miles), Naval Weapons Station (10 miles), Charleston Naval Complex (11 miles)
  • Arthur Ravenel Jr. Bridge (17 miles), Charles Towne Landing State Historic Site (11 miles), Boone Hall Plantation and Gardens (18 miles), Patriots Point (16 miles)
  • Audubon Swamp Garden (17 miles), Francis Marion National Forest (32 miles), Old Rice Retreat at Cane Bay Plantation (16 miles), Magnolia Plantation and Gardens (18 miles), Whirlin’ Waters Adventure Waterpark (4 miles),
  • Northwoods Mall (1 mile), The Boeing Company (7 miles), Tanger Outlet Charleston (6 miles)

As an extended stay hotel, WoodSpring Suites Charleston Ashley Phosophate prioritizes comfortable, well-appointed suites at terrific rates for business travelers and personal vacationers who need a room for about a week or longer. Three room designs offer a variety of furniture configurations to best suit guest needs. In-room kitchens are complete with a microwave, fridge and freezer, cook top, sink, counter, and cupboard space. A table in every room is great for dining and working. Smartly-sized rooms give guests plenty of space for the things they travel with and to rest, relax, and refresh while away from home. Guest laundry and vending keep guests looking their best. Free wi-fi keeps guests connected.

While service animals are always welcome at no additional charge, this hotel welcomes small pets under the following conditions:

  • Maximum of two pets (dog or cat, 80 lbs. or less) per room
  • Pets must be registered. Guest must read, sign, and adhere to hotel's pet policy/agreement (available at front desk)
  • A one time, non-refundable fee of $50per pet room for guests paying our “nightly” rate (1 – 6 night stays)), $100 per pet room for “weekly” rate (7+ night stay) guests, and $200 per room paying for “monthly” (28+ or 30+ nights, where available) will be collected at time of pet registration
  • Speak with a hotel’s General Manager for additional, local details or click here for details

After a long day, sometimes you just don’t feel like cooking, and WoodSpring Suites Charleston North is located near wide variety of dining options. Olive Garden, Cracker Barrel Old Country Store, LongHorn Steakhouse, Chipotle Mexican Grill, Chick-fil-A, Carrabba’s Italian Grill, Ruby Tuesday, Waffle House, Hardee’s, Pizza Hut, Panda Express, Smokey Bones Bar and Fire Grill and Raising Cane’s Chicken Fingers.

WoodSpring Suites Charleston Ashley Phosphate is a new kind of extended stay hotel matching great rates, the comforts of home, the fine touches of a hotel, and a staff that makes every guest feel welcome and appreciated. Stay with us.