Guest Services Representative

2 weeks ago

Buffalo, New York, United States Aimbridge Hospitality Full time

Job Overview

The Guest Services Representative plays a crucial role in providing exceptional service to guests from the moment they arrive until their departure. This position involves welcoming and registering guests, ensuring their needs are met throughout their stay, and efficiently managing their accounts upon checkout. Key responsibilities include handling reservations, performing concierge duties, and acting as the hotel operator.

Key Responsibilities

Qualifications:

  • High School diploma or equivalent is required; relevant college coursework is advantageous.
  • Prior experience in a hotel or related field is preferred.
  • A positive attitude and a strong desire to provide excellent customer service are essential.
  • Ability to manage multiple tasks, pay attention to detail, and solve problems effectively.
  • Strong communication skills to convey information clearly.
  • Quick decision-making skills to evaluate options accurately.
  • Ability to work well under pressure in a fast-paced environment.
  • Proficient in addressing workplace challenges, including anticipating and resolving issues.
  • Effective listening skills to understand and clarify concerns raised by guests and colleagues.
  • Basic financial literacy and comfort with numerical operations.
  • Ability to read, comprehend, and write simple instructions and correspondence.
  • Logical thinking to define problems and interpret 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.
  • Contribute to a positive work environment.

Responsibilities:

  • Approach all interactions with guests and team members in a friendly and service-oriented manner.
  • Maintain high standards of personal appearance and grooming, adhering to uniform policies.
  • Ensure regular attendance in line with company standards and scheduling needs.
  • Comply with all company policies and regulations to promote safe and efficient hotel operations.
  • Greet and welcome all guests at the Front Desk, maintaining a warm and friendly demeanor.
  • Operate the telephone switchboard effectively, meeting performance standards.
  • Handle requests for information, mail, and messages courteously and efficiently.
  • Respond to guest inquiries regarding hotel services, facilities, and operational hours.
  • Provide information about local attractions, transportation, and entertainment options.
  • Foster good communication and teamwork with fellow associates and other departments.
  • Stay informed about rates, packages, and special promotions; be aware of in-house groups and restricted dates.
  • Gather necessary information for room reservations and follow established procedures.
  • Understand and adhere to company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Process 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 radio etiquette when communicating with team members.
  • Deliver guest items such as luggage, newspapers, and amenities as requested.
  • Maintain up-to-date knowledge of property amenities and local events.
  • Perform additional duties as assigned, including assisting colleagues in other areas and maintaining cleanliness and safety throughout the hotel.

Company Overview

Aimbridge Hospitality is a leading third-party hotel management company with a diverse portfolio of over 1,550 hotels across the United States and internationally. Our team is dedicated to delivering exceptional service and achieving outstanding results in a culture that inspires excellence.

Benefits

Eligible full-time employees can enjoy a competitive benefits package, including:

  • Medical, Dental, and Vision Coverage
  • Short-Term and Long-Term Disability Income
  • Term Life and AD&D Insurance
  • Paid Time Off
  • Employee Assistance Program
  • 401k Retirement Plan

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