Luxury Hotel Guest Service Representative

3 weeks ago

Étreux, Hauts-de-France, United States Langham Hotels International Limited Full time

Job Summary

As a Guest Service Agent at Langham Hotels International Limited, you will be responsible for providing exceptional and prompt service to ensure guests have memorable stays. This dual-role position requires proficiency in both Guest Service Agent and Bellperson responsibilities, aiming to increase long-term guest loyalty and satisfaction.

Key Responsibilities

  • Ensure the highest level of sincere service delivery by following all Forbes and Brand standards, both in person and over the phone.
  • Assist guests with inquiries to ensure complete satisfaction, and keep all Rooms Division colleagues and leaders informed.
  • Handle check-ins and check-outs efficiently, including room assignment, key issuance, and obtaining proper methods of payment.
  • Possess proficient skills in Shiji PMS for all front desk operations, ensuring smooth day-to-day functioning.
  • Address and resolve guest challenges, recording and communicating information to the Supervisor/Manager.
  • Perform cashier duties, including handling foreign currency exchange, processing payments, and ensuring guest accounts are in good standing.
  • Communicate consistently with Front Office colleagues and contribute to a positive team environment.
  • Maintain knowledge of emergency procedures and assist in responding to alarms or emergencies when necessary.
  • Operate the telephone console, ensuring calls are answered promptly and in accordance with service standards.
  • Know the hotel well; provide accurate information regarding hotel facilities and services.

Bellperson Responsibilities

  • Welcome guests by assisting with luggage and packages, retrieving items from cars, buses, or loading docks, and ensuring safe and timely delivery to guest rooms.
  • Store and retrieve luggage with high attention to accuracy, following Standard Operating Procedures.
  • Deliver guest amenities, packages, and newspapers, ensuring timely and efficient service.
  • Assist guests with directions, information on hotel facilities, and local attractions.
  • Support nightly audit processes.
  • Be familiar with daily events, group activities, and VIPs at the beginning of each shift to ensure personalized guest service.

Requirements

  • Ability to work independently with minimal supervision.
  • Strong organizational, communication, and interpersonal skills.
  • Ability to anticipate guest needs and resolve potential issues proactively.
  • Strong computer skills, including proficiency in Windows, Microsoft Office, and Shiji PMS.
  • Ability to navigate fast-paced environments, remaining poised and productive during frequent interruptions.
  • Sufficient physical stamina and manual dexterity to carry luggage and operate bell carts safely.

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