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Guest Services Representative

2 months ago

Nashville, Tennessee, United States Millennium Hotels Full time

Job Overview

Role Objective:

Welcomes and registers visitors, delivers prompt and courteous assistance, and finalizes guest accounts upon departure to uphold Millennium's exceptional quality standards.

KEY RESPONSIBILITIES:

Core Duties:

1. Extend a warm and genuine greeting to guests upon arrival. Utilize a positive and articulate speaking voice, actively listen to requests, respond appropriately, and provide accurate information regarding hotel services and outlet hours.

2. Complete the registration process by accurately entering and retrieving information from a computer system and registration forms, confirming essential details such as guest count and room type. Promote Millennium's Marketing Initiatives. Make suitable room selections based on guest preferences. Code electronic keys and confirm room numbers and rates non-verbally. Provide welcome packets containing room keys and explain the automated mini-bar, non-smoking policies, and ice locations.

3. Verify and process credit card authorizations using electronic methods. Manage cash transactions, provide change, and balance an assigned cash drawer. Accept and document vouchers, traveler's checks, and various payment forms. Convert foreign currency at current exchange rates. Perform accurate arithmetic functions using a calculator. Post charges to guest rooms and house accounts through the Property Management System.

4. Answer incoming calls promptly, using clear and positive English communication. Input messages into the system and relay them to guests. Retrieve mail, small packages, and faxes for guests upon request.

5. Adhere to standards such as the Millennium second effort log and Millennium Culture Standards.

6. Maintain an appropriate cash drawer balance and ensure accurate cash-out procedures.

7. Finalize guest accounts during check-out and assess satisfaction levels. In cases of dissatisfaction, negotiate solutions, which may include authorizing revenue adjustments.

8. Stay composed and alert, especially during emergencies and peak hotel activity periods. Resolve issues such as room changes or credit discrepancies.

9. Address guest complaints by conducting thorough investigations to develop effective solutions and negotiate outcomes. Listen attentively and provide assistance to resolve issues such as pricing disputes, inadequate climate control, noise disturbances, etc. Plan and implement detailed steps using sound judgment and discretion. Notify the Front Office Manager and Assistant Front Office Manager as necessary and follow up to ensure guest satisfaction.

ADDITIONAL INFORMATION:

Keep immediate supervisors promptly informed of any significant problems or unusual matters so that corrective actions can be taken when necessary.

Qualifications:

Education:

A combination of education and experience equivalent to a high school diploma or any other combination of education, training, or experience that provides the necessary knowledge, skills, and abilities. A college degree is preferred.

Experience:

Previous experience in hospitality is preferred.

Other:

Proficiency in additional languages is preferred.

About the Company:

Millennium Hotels offers a range of benefits including 401(K) matching, company discounts, dental and health insurance, life insurance, paid holidays, and sick days.