Guest Services Representative

2 weeks ago

Athens, Ohio, United States Fairfield Inn by Marriott Athens, OH Full time

Position Title: Front Desk Agent

Reports To: Assistant General Manager/Front Desk Manager

FLSA Status: Non-Exempt

Overview: The Front Desk Agent is essential in facilitating a seamless experience for guests during their arrival and departure at the hotel. This role is also pivotal in addressing inquiries and resolving any concerns that guests may have.

Primary Responsibilities:

  • Manage guest check-in and check-out processes with a high level of professionalism and courtesy.
  • Adhere to cash handling procedures, ensuring precise transactions and guest billing.
  • Promptly deliver messages, mail, and packages to guests.
  • Welcome and guide visitors to their respective destinations efficiently.
  • Utilize front desk technology and equipment effectively.
  • Maintain clear communication with all hotel departments.
  • Accurately complete shift documentation and manage guest accounts during check-out.
  • Address and resolve guest complaints in accordance with established protocols.
  • Assist in maintaining the cleanliness of the lobby and monitoring the breakfast area.
  • Achieve specific performance metrics, including test call evaluations and sales leads.
  • Oversee and manage inventory of products.
  • Perform additional duties as assigned.

Required Competencies:

  • Customer Service: Effectively handle client and employee interactions, respond to needs promptly, and seek constructive feedback.
  • Safety: Ensure a safe working environment by identifying and mitigating hazards.
  • Communication Skills: Convey information clearly and effectively in both verbal and written formats.
  • Problem Solving: Proactively identify and resolve issues in a timely manner.
  • Professionalism: Maintain composure and tact in high-pressure situations.
  • Time Management: Prioritize tasks efficiently and set achievable goals.

Qualifications:

Education: High School Diploma or equivalent preferred.

Technical Skills: Proficient in Microsoft Excel, Word, Outlook, and other relevant software.

Physical Requirements: This position requires various physical activities, including standing, walking, and lifting items up to 30 pounds. Specific vision abilities and motor skills are also necessary for this role.

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