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Guest Services Representative

2 months ago

Virginia Beach, Virginia, United States VSA Resorts Full time

Position Title: Front Desk Agent (Full-Time & Part-Time)

Department: Front Office

Overview:

VSA Resorts is seeking dedicated Full-time and Part-time Front Desk Agents to deliver exceptional service to our guests. The Front Desk Agent plays a vital role in managing guest registrations, addressing inquiries related to the hotel, and providing travel guidance.

Key Responsibilities:

  1. Deliver outstanding customer service and support to guests through various communication channels including phone, email, and in-person interactions.
  2. Ensure a seamless vacation experience from check-in to check-out by informing guests about hotel policies, local events, and attractions.
  3. Act as a welcoming presence for guests upon arrival, facilitating express check-in procedures.
  4. Manage switchboard operations and relay messages or incoming mail to guests as necessary.
  5. Address guest inquiries, suggestions, and minor complaints, escalating issues to the Front Office Manager or VSA Resorts Manager when appropriate.
  6. Handle reservation payments, deposits, and refunds while confirming guest contact information.
  7. Reconcile shift activity reports and conduct key and folio audits.
  8. Enforce hotel policies and procedures to maintain a safe and welcoming environment.
  9. Coordinate housekeeping and maintenance requests, ensuring timely follow-up with guests.
  10. Perform additional duties as assigned based on operational needs.

Qualifications:

High School Diploma or equivalent is strongly preferred. Previous customer service experience is highly valued. Proficiency in computer skills and effective verbal and written communication is required.

Physical Requirements:

This position typically involves standing, talking, and hearing. Frequent walking, lifting, and handling of items may be required. Candidates should be able to lift and move up to 10 pounds regularly and up to 25 pounds occasionally, with assistance or equipment for heavier items.