Guest Services Representative

2 months ago

Los Angeles, California, United States Avion Hospitality Full time
Position Overview

The Guest Services Representative plays a crucial role in ensuring a welcoming atmosphere for all visitors. This position involves greeting and registering guests, delivering exceptional service throughout their stay, and managing the guest's account upon departure. Key responsibilities include guest registration, reservation management, and providing concierge support. The aim is to offer attentive, courteous, and efficient service to all guests before their arrival and during their stay, while optimizing room revenue and occupancy rates.

Qualifications & Experience
  • High School diploma or equivalent is required; coursework in a related field is advantageous.
  • Prior experience in hospitality or a similar environment is preferred.
  • A positive demeanor and a strong commitment to delivering excellent customer service are essential.
  • Ability to handle multiple tasks, pay attention to detail, and resolve issues effectively is necessary.
  • Clear communication skills are required to convey information and ideas.
  • Quick and accurate decision-making skills are important.
  • Ability to perform well under pressure in a fast-paced environment.
  • Proficiency in identifying and addressing workplace challenges proactively.
  • Strong listening skills to understand and clarify guest and co-worker concerns.
  • Basic financial literacy and arithmetic skills are needed.
  • Capability to perform basic numerical operations.
  • Ability to read, comprehend, and write simple instructions and correspondence.
  • Logical reasoning skills to analyze problems and gather relevant information.
  • Familiarity with Microsoft Office suite is required.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel services and guest offerings is beneficial.
  • Ability to contribute to a positive work environment.
Key Responsibilities
  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Maintain a professional appearance and adhere to uniform standards.
  • Ensure consistent attendance in line with company policies and scheduling needs.
  • Follow all company policies and procedures to promote safe and efficient hotel operations.
  • Welcome all guests at the Front Desk in accordance with company standards, maintaining a warm demeanor.
  • Operate the telephone switchboard effectively, meeting performance standards.
  • Handle inquiries regarding information, mail, and messages courteously and efficiently.
  • Provide guests with information about hotel services, facilities, and operational hours.
  • Assist guests with inquiries related to local dining, transportation, and entertainment options.
  • Foster good communication and teamwork with fellow associates and other hotel departments.
  • Stay informed about rates, packages, promotions, and in-house groups.
  • Gather necessary information for room reservations and follow established procedures.
  • Be knowledgeable about company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Facilitate check-ins and check-outs in a friendly and efficient manner.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Utilize proper communication etiquette when using two-way radios.
  • Deliver guest items such as luggage, newspapers, and amenities as requested.
  • Maintain up-to-date knowledge of property amenities, special events, and local attractions.
  • Perform additional duties as assigned, which may include assisting coworkers in other areas and maintaining cleanliness and safety throughout the hotel.

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