Join Hilto nGarden Inn Downtwon Detroit and Spire Hospitality in helping create unforgettable guest experiences.

We are Redefining Hospitality with A Focus on People, Passion, and Purpose. If you are inSPIREd by building memorable experiences, have a passion for providing excellence in the things you do, and enjoy focusing on these strengths to foster long-lasting relationships, Join Us; a new journey awaits!

This role will provide outstanding Guest Services within our Guest Services TEAM, responsible for maintaining a smooth check-in and out for all hotel guests. When you join SPIRE, we ensure that you receive the support, tools, and resources for your success as well as the opportunities you need to grow as an individual and excel in your hospitality career.

Role and Responsibilities:

A Guest Services Agent is primarily responsible for meeting and maintaining guest satisfaction by creating remarkable and effortless experiences from the moment the guest arrives at the guest services desk area, providing a memorable and distinctive experience that will not be forgotten or mistaken.

• Provide our guests with the best in service, courtesy, and care by responding promptly to guest requests, assistance, directions, and other amenities or information. Follow up with guests during their visit to ensure overall satisfaction and repeat business.
• Attend pre-shift meetings to learn daily particulars, including guest and hotel expectations, to ensure consistency.
• Your passion for service will make or break the guests' first impression of the hotel. Provide a smooth and carefree check-in and check-out for our guests while providing helpful information regarding guest room and hotel amenities, outlet hours, directions, promotions, or specials in the hotel's restaurant(s) and bar(s) and local attractions.
• Promptly complete the registration process via the guest room computer system and retrieve pertinent guest information such as guest rewards program member number, identification, number of guests, payment method, and incidental deposits.
• Quickly verify and imprint credit card authorization. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, traveler checks, and other forms of payment - post charges to guest rooms and house accounts.
• Confirm room rate, provide welcome folders and room keys, non-verbally confirm guest room number(s), certificates, safe deposit box information, coupons, and refreshment center keys as appropriate.
• Closeout guest accounts at the time of check-out.
• Promptly answer guest services telephone, make notations in guest room computer system of messages or requests, delivery messages, packages, and facsimiles as requested. Communicate special requests or requests for assistance to the appropriate department.
• Ensure proper cleanliness, use, repair of all reservation equipment and closet/storage areas. Advise the management team of supply levels or any non-functioning equipment.
• Maintain workplace safety and corporate compliance by taking proactive measures, enforcing Hotel safety standards.
• Use a daily checklist to complete projects.
• Ensure guest satisfaction includes the prompt return of lost or items accidentally left behind in our hotels; therefore, overseeing the hotel's Lost & Found procedures is critical.
• Provide instruction and guidance for guest's and team member's safety in fire or other emergencies.
• Report all suspicious persons or activities, hazardous conditions, etc., to Safety/Security Department.
• Other duties as assigned.

Specific Job Knowledge and Skills:

The individual must possess the following knowledge, skills, and abilities and explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation.

• Ability to learn, apply guest service/reservation procedures, high-quality standards, telephone etiquette, and sales techniques.

• Ability to write legibly in the event the computer reservation system is inaccessible, and manual documentation of reservations is required.
• Ability to listen effectively, speak clearly, and defuse highly volatile situations to collect accurate information.
• Ability to access, read and accurately input at a rate of 40 wpm via the keyboard information using a moderately complex computer system.

• Ability to sit and employ the use of a headset the entire shift.

• Ability to obtain any government-required licenses or certificates.

Physical Demands /Work Environment:

The physical demands and work environment characteristics described here represent those that an employee must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Other Expectations:

• Due to the seasonal nature of the hospitality industry, team members may be required to work varying schedules to reflect the hotel's business needs. This includes nights, weekends, and/or holidays. Regular attendance in conformance with the standards is essential to the successful performance of this position. Irregular attendance may be subject to disciplinary action up to and including severing employment.
• To ensure a safe and healthy working environment, all team members are required to comply with health and safety standards, regulations, and procedures and take on the responsibility and wear appropriate Personal Protective Equipment (PPE) as determined by position and duties; training will be provided.

Qualifications:

• High school diploma or GED preferred; or
• Any combination of education and experience equivalent to graduation from high school; or any other combination of education, training, or experience provides the required knowledge, skills, and abilities necessary to perform the job functions.
• No experience is required. Prior reservations, Guest Services Agent, hotel, or computer experience preferred.
• Tuberculosis clearance certification (CA) required.
• CPR Certification required, Frist Aide training, and AED Certification preferred.
• Given that our guests visit our hotels from all regions of the world, additional/multilingual ability is preferred to provide a personalized experience to our guests.

Benefits:

Complete benefits package including medical, dental, vision, telemedicine, 401k, paid time off, life/disability insurance, indemnity plans, and a host of other voluntary options.

Hilton Garden Inn Downtown Detroit and Spire Hospitality is an equal opportunity/AA/Disability/Veteran employer. The EEO is the Law poster and its supplements are available using the following links: EEOC is the Law Poster (https://www1.eeoc.gov/employers/poster.cfm) and the following link is the OFCCP's Pay Transparency Nondiscrimination policy statement (https://www.dol.gov/ofccp/pdf/pay-transp\_formattedESQA508c.pdf)

Enthusiastic - Shows intense and eager enjoyment and interest
Detail Oriented - Capable of carrying out a given task with all details necessary to get the task done well
Team Player - Works well as a member of a group
Loyal - Shows firm and constant support to a cause

Ability to Make an Impact - Inspired to perform well by the ability to contribute to the success of a project or the organization
Self-Starter - Inspired to perform without outside help