Guest Service RepresentativeResidence Inn WayneWayne, NJ
A property of: Buffalo Lodging AssociatesPosted 4 weeks ago

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Job Description

Location: Residence Inn, Wayne NJ

Responsible for providing superior service to all guests in accordance with the rules regulations, policies and procedures set forth by the company and brand.

- Professionally greets, registers, obtain pertinent information and establishes credit prior to assigning rooms to guests.
- Identifies the needs of each guest and provides relevant information regarding the hotel services and amenities. Responds to all guest requests in a timely manner.
- Takes reservations from incoming callers while providing superior service and inputs all information into the hotel management system. Updates and cancels reservations in the system as requested by the guest.

Job Duties:

- Problem Solving- Identifies and resolves problems in a timely manner. Develops alternative solutions, uses reason at all times.
- Customer Service- Manages difficult or emotional customer situations. Responds promptly to customer needs, requests for service and assistance. Drives hotel shuttle to pick up and drop off guests at approved locations as needed. Delivers requested items to guests as needed including incoming faxes, mail, valet laundry, etc.
- Team Work- Contributes to building a positive team spirit. Treats others with respect and consideration regardless of their status or position. Communicates with the housekeeping department about room status and availability.
- Organizational Support- Follows policies and procedures.
- Quality - Looks for ways to improve and promote quality while demonstrating accuracy and thoroughness. Applies feedback to improve performance. Monitors own work to ensure quality.
- Quantity- Meets productivity standards, completes work in a timely manner, prioritizes and plans work activities and uses time efficiently.
- Adaptability- Able to deal with frequent change, delays or unexpected events, changing approach or method to best fit a situation.
- Compliance- Responsible for cash drawer content and transactions during the shifts. Ensures accuracy or daily deposits. Maintains accurate records including cash log, registration cards, reservation cards, wake-up call sheets, shuttle logs, property walks and all other logs as required.
- Safety and Security- Observes safety and security procedures; reports potentially unsafe conditions; Uses equipment and materials properly. Maintains confidentiality. Maintain a current room status report in case of emergency.
- Initiative - Asks for and offers help when needed.
- Dependability- Follows instructions, responds to management direction; completes tasks on time or notifies appropriate person with an alternate plan. Is consistently at work and on time. Is able to meet the demands of the industry with regard to working holidays and weekends

Job Requirements

High School diploma or equivalent is preferred. Hospitality and/or customer service experience is preferred. Ability to develop an understanding of concepts, practices, pre-established guidelines and procedures used by the company in relation to guest service is necessary. Computer skills preferred. Must have valid drivers license, and acceptable driving history subject to company approval.

What we Offer:

At Buffalo Lodging, we are committed to keeping our most important assets- our employees- healthy, happy and productive. To achieve this, we offer a variety of benefits including the following:
- Medical, Dental & Vision Insurance
- Competitive 401 (k) Retirement Savings Plan with Generous Employer Match
- Paid Vacation and Sick Time
- Paid Holidays
- Tuition Reimbursement
- Flexible Spending Account
- Company Paid Life Insurance
- Company Paid Short-Term Disability Insurance
- Long-Term Disability Insurance
- Employee Assistance Program
- Hotel Discounts- for You, Your Friends and Family
- Monthly Employee Appreciation Activities & Events
- Learning and Development Opportunities
- Employee Referral Program

Job Details

Entry level

About this location

room Count:
location Type:




401(K) Matching
Company Discounts
Company Outings
Dental Benefits
Disability Insurance
Flexible Spending Account (FSA)
Health Insurance Benefits
Job Training
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Residence Inn Wayne
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Address30 Nevins Road, Wayne, NJ, 07470 View map
Property typeHotel 
room Count101-250 
location TypeUrban 

People (4)

JayRegional Vice President of OperationsWith over 30 years of experience in the industry, and over 5 years with Buffalo Lodging, Jay carries a wealth of knowledge and expertise. Jay joined Buffalo Lodging as a General Manager, was promoted to Area General Manager, and then most recently was promoted to Regional VP. He enjoys working with our highly talented associates to improve the company as a whole.
AddieRoom AttendantMeet Addie, a valued member of our family! We greatly appreciate having her loyalty and expertise on our team. When asked about why she likes working with us, she replied “I appreciate that my job takes care of me and that I’m recognized for my hard work through employee luncheons and the ‘Employee of the Month’ program.”
DaveChief EngineerMeet Dave, the Chief Engineer at Hampton Inn & Suites Buffalo Downtown, who has been with us for over 17 years! When asked what his favorite thing about working for us was, he replied: “being treated as a person, not a number.” We appreciate having his expertise and loyalty on our team!
CherryFront Desk Supervisor“I started with Buffalo Lodging in February of 2015 as a housekeeper at the Hampton Inn & Suites in Beachwood, OH. I have had the opportunity to transfer from Cleveland and my career is blossoming!”

Culture (4)

Giving TuesdayWe’re so grateful for all the charities and nonprofits out there that are making the world a better place, including John Hopkins Children’s Hospital and the Food Bank of Manatee. This past GivingTuesday, employees from our hotels in Ellenton, Clearwater and Sarasota had the pleasure of volunteering at these wonderful organizations!
School on WheelsEducation and giving back to our local communities are close to our hearts. This year, we donated backpacks, notebooks, calculators and more to School on Wheels of Massachusetts, so kids facing homelessness in our local communities will have the tools to succeed.
RecognitionA main part of our overall ideology is to recognize hotels and individuals who go above and beyond. We recently started an award program that recognizes the top hotels for succeeding in a variety of different areas including revenue, GOP, guest service scores, occupancy, loyalty and more.
Giving BackWe love working with such kind-hearted individuals who not only aim to assist their guests, but also the people within their local community. Each year, each of our hotels chooses a local charity to donate to or volunteer their time at to help children, families and individuals in need.
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This property is managed by
Buffalo Lodging Associates