Weekend Guest Service Representative

Saturday & Sunday

3P-11P

What’s the job? The moment a guest steps into our Staybridge, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home and special.

Your day-to-day

• Be the warm welcome that kicks off a memorable guest experience

• Acknowledge Rewards Club members and returning guests, in person or on the phone

• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay

• Handle cash and credit transactions

• Start every stay right by swiftly checking guests in and out

• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns

• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary

• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed

• Take pride in your appearance and place as a brand ambassador

• Always know what events and activities are on the day’s schedule

• Jump into other ad-hoc duties when your colleagues need your help

What we need from you?

• Communication skills - guests will need to come to you with concerns as well as compliments, so you’ll be calm and easy to talk to

• Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories

• Fluency in English - extra language skills would be great, but not essential

• Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers

• Flexibility - night, weekend and holiday shifts are all part of the job

• You’ll have a high school diploma or qualification. A college or university degree would be a bonus, but not essential

• Experience - ideally, you’ll have spent at least one year in a front desk or guest service position at an upscale hotel

• Strength - sometimes you’ll need to lift, push and pull big objects up to 50lbs. This can involve bending and kneeling

How do I deliver this?

We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague our hotel.

• True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests

• True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay

• True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs

• True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner