Guest Services Representative

2 weeks ago

Pinehurst, North Carolina, United States Comfort Inn Pinehurst Full time
Job Overview

Position: Hotel Front Desk Associate

Role Summary:
We are in search of a dedicated and service-oriented individual to fill the role of Hotel Front Desk Associate. This position is essential for maintaining seamless operations and providing outstanding service to our patrons. The successful candidate will exhibit professionalism, reliability, and possess strong communication and problem-solving abilities. Evening and overnight shifts are part of this role.

Key Responsibilities:
1. Welcome guests with a warm and inviting attitude, ensuring a memorable first impression.
2. Deliver efficient and tailored check-in and check-out experiences, including processing payments and issuing room keys.
3. Manage incoming calls, directing them to the right department or taking messages as needed.
4. Address guest inquiries, requests, and complaints swiftly and courteously, ensuring satisfaction.
5. Maintain comprehensive knowledge of hotel amenities, services, and local attractions to provide accurate information to guests.
6. Accommodate special guest requests, such as room upgrades, special amenities, or transportation arrangements.
7. Accurately process and manage reservations, cancellations, and modifications.
8. Reconcile financial transactions, including cash and credit card payments, at the end of each shift.
9. Prepare and share reports, including occupancy statistics, arrival/departure lists, and revenue summaries, with management and other departments.
10. Conduct night audit responsibilities, ensuring the accuracy of guest accounts and completing end-of-day tasks.
11. Uphold the safety and security of guests and hotel property by enforcing relevant policies and procedures.
12. Collaborate with housekeeping, maintenance, and other hotel personnel to resolve issues and enhance guest experiences.
13. Perform administrative tasks, such as filing and photocopying, as required.

Qualifications:
1. High school diploma or equivalent is required; further education in hospitality or a related field is advantageous.
2. Previous experience in a hotel front desk or customer service role is preferred.
3. Familiarity with hotel property management systems (PMS) and night audit processes is beneficial.
4. Strong computer skills, particularly in MS Office (Word, Excel, Outlook).
5. Excellent communication and interpersonal skills, with a friendly and professional demeanor.
6. Ability to perform well in a fast-paced and high-pressure environment.
7. Exceptional organizational and multitasking capabilities.
8. Detail-oriented with strong problem-solving skills.
9. Ability to work independently and collaboratively, with a willingness to learn and adapt to changing situations.
10. Flexibility to work evenings, overnight shifts, weekends, and holidays as necessary.

We provide competitive compensation packages and opportunities for advancement in a dynamic and hospitality-driven environment. If you are committed to delivering exceptional customer service and thrive in a fast-paced setting, we encourage you to consider this opportunity.

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