Guest Services Representative

2 weeks ago

Palo Alto, California, United States Aimbridge Hospitality Full time
Job Overview
As a Guest Services Representative, you will play a crucial role in welcoming and registering guests, ensuring exceptional service throughout their stay, and efficiently managing their accounts upon departure.

Key Responsibilities:
- Welcome and register guests, handling reservations and modifications as needed.
- Perform hotel operator and concierge duties, providing information and assistance to guests.
- Deliver attentive, courteous, and efficient service to all guests before and during their stay, while optimizing room revenue and occupancy rates.

Qualifications:
- High School diploma or equivalent is required; relevant college coursework is advantageous.
- Previous experience in hospitality or a related field is preferred.
- A positive and enthusiastic demeanor with a commitment to outstanding customer service is essential.
- Ability to manage multiple tasks, pay attention to detail, and solve problems effectively.
- Strong communication skills to convey information clearly and accurately.
- Quick decision-making skills to evaluate and select appropriate actions.
- Capability to work well under pressure in a fast-paced environment.
- Proficient in handling workplace challenges, including anticipating and resolving issues.
- Excellent listening skills to understand and clarify concerns raised by guests and colleagues.
- Basic financial literacy and arithmetic skills for handling transactions.
- Competence in reading, comprehending, and writing simple instructions and correspondence.
- Logical reasoning skills to define problems, gather information, and draw valid conclusions.
- Familiarity with Microsoft Office Suite is required.
- Flexibility to work varied schedules, including evenings, weekends, and holidays.
- Understanding of hotel services and guest offerings is beneficial.
- Ability to contribute to a positive work environment.

Responsibilities:
- Approach all interactions with guests and team members in a friendly, service-oriented manner.
- Maintain high standards of personal appearance and grooming, adhering to uniform and name tag requirements.
- Ensure regular attendance in line with company standards, adapting to the hotel's scheduling needs.
- Comply with company policies and regulations to promote safe and efficient hotel operations.
- Greet and assist all guests at the Front Desk, maintaining a warm and welcoming demeanor.
- Operate the telephone switchboard effectively, meeting performance standards.
- Handle requests for information, mail, and messages with efficiency and courtesy.
- Respond to guest inquiries regarding hotel services, facilities, and operational hours.
- Provide information about local attractions, dining, and entertainment options.
- Foster good communication and teamwork with colleagues across departments.
- Stay informed about rates, packages, and special promotions, as well as in-house groups and restricted dates.
- Gather necessary information for room reservations and follow established procedures.
- Familiarize yourself with company policies and hospitality terminology.
- Assist in emergency procedures as required.
- Manage check-ins and check-outs in a friendly and efficient manner.
- Operate all relevant aspects of the Front Desk computer system proficiently.
- Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms.
- Use proper radio etiquette when communicating with team members.
- Deliver guest items such as luggage, newspapers, and amenities as requested.
- Maintain an up-to-date knowledge of property amenities, special events, and local attractions.
- Perform additional duties as assigned, which may include assisting colleagues in other areas and maintaining cleanliness and safety throughout the hotel.

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