Guest Service Agent II

4 weeks ago

Norfolk, United States Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Full time
Overview

Proudly representing the hotel or resort from arrival to departure in this key position to create the check-in and check-out guest experience and respond to inquiries in a seamless, efficient, courteous, and professional manner to achieve maximum customer satisfaction.

Responsibilities

• Handle guest registration process in an efficient and friendly manner to include check-ins/check-outs in accordance with Gold Key|PHR standards/hotel credit/cash handling policies. Follow PCI compliance procedures when communicating with guests during registration.

• Make and Inventory guest room keys according to policy and request re-keying as necessary.

• Be a positive example of gracious, welcoming, and professional behavior to all members of the hotel staff and to hotel guests.

• Ensure Guest Satisfaction through best communication practices by taking accurate guest requests, answering all inquiries in connection with hotel services, placing timely work orders and prompt response calls.

• Update pass down and communication logs to verify requests received are completed and satisfied.

• Successfully complete other assigned duties.

• Navigate the property management system and reservation platforms quicky and efficiently (to include Expedia, Booking.com)

• Present opportunities to upgrade room nights.

• Be knowledgeable of the property or complex to answer basic guest questions to include room types, property amenities, outlet themes, menus and hours and answers to commonly asked questions.

• Verify ID and confirmation number and credit card to ensure accuracy of name, type of payment, rate, market segment.

Qualifications

TypeQualificationExperienceHigh School Diploma or equivilent required.Experience6 months experience as a front desk clerk or 1 year experience in a customer service setting preferred.SkillAbility to communicate in English. Second language desirable.SkillAbility to handle cash and credit transactions.SkillAbility to provide exceptional guest service. Interacts well with people face to face as well as over the phone.SkillAbility to multi taskSkillType a minimum of 35 WPM. Data entry experience preferred. Passes computer proficiency.

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