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Guest Services Representative

2 months ago

ValdeReuil, Normandie, United States Embassy Suites Winston Salem Full time

The Guest Services Representative plays a crucial role in delivering attentive, courteous, and efficient service to all visitors during their check-in, throughout their stay, and at checkout, while optimizing room revenue and occupancy.

Education & Experience:

  • Relevant college coursework is advantageous.
  • Prior experience in a hotel or similar environment is preferred.
  • A High School Diploma or equivalent is mandatory.
  • Proficiency in computer systems is preferred.
Physical Requirements:
  • Flexibility for extended hours may be necessary.
  • Light work is required, involving exertion of up to 20 pounds occasionally, and/or 10 pounds frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Capability to stand for the entire duration of the shift.
Mental Requirements:
  • Ability to convey information and ideas clearly.
  • Quick and accurate evaluation and selection of alternative courses of action is essential.
  • Ability to perform well in stressful, high-pressure situations.
  • Effectiveness in addressing workplace issues, including prevention, identification, and resolution of problems as necessary.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Ability to work with financial information and data, including basic arithmetic functions.
  • Maintaining composure and objectivity under pressure is crucial.
Essential Duties:
  • Approach all interactions with guests and colleagues in a friendly, service-oriented manner.
  • Uphold high standards of personal appearance and grooming, including proper uniform and nametag.
  • Ensure regular attendance in compliance with service standards, adapting to the hotel’s needs.
  • Adhere to service standards and regulations to promote safe and efficient hotel operations.
  • Maintain a warm and welcoming demeanor at all times.
  • Exhibit attentiveness, friendliness, helpfulness, and courtesy towards all guests, managers, and team members.
  • Foster good communication and teamwork with fellow employees and other departments.
  • Greet and welcome all guests approaching the Front Desk in accordance with service standards.
  • Ensure proper operation of the PBX console and meet all hotel standards (if applicable).
  • Respond to guest inquiries regarding hotel services, facilities, and hours of operation promptly.
  • Oversee the logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Review Front Office log and Trace Files daily.
  • Assist guests with inquiries about local dining, transportation, entertainment, etc.
  • Follow all cash handling and credit policies diligently.
  • Stay informed about all rates, packages, and special promotions.
  • Be knowledgeable about in-house groups and aware of closed-out and restricted dates.
  • Gather all necessary information when processing room reservations and follow the rate-quoting procedure.
  • Familiarity with hospitality terminology is essential.
  • Knowledge of emergency procedures and readiness to assist as needed.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Utilize proper two-way radio etiquette when communicating with colleagues.
  • Fully understand and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports.
  • Balance and prepare individual paperwork for shift closures according to hotel standards.
  • Promote and maintain guest programs and promotions.
Marginal Duties:
  • Maintain a clean and organized work area.
  • Assist guests with safe deposit box inquiries.
  • Participate in meetings and training as required by management.
  • Perform additional duties as assigned by management.

The Company is committed to providing equal employment opportunities to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by law.