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Guest Services Representative

2 months ago

Nashville, Tennessee, United States Moody Full time


The Guest Services Representative is responsible for managing the check-in and check-out processes for guests at the hotel, ensuring a high level of customer satisfaction throughout their stay.


Key Responsibilities:

  • Execute Front Desk operations related to guest arrivals and departures, adhering to established protocols; manage cash transactions and credit card processing accurately.
  • Address guest inquiries, concerns, and feedback promptly and courteously; resolve issues effectively, escalating to management when necessary, and accommodating requests within established guidelines.
  • Facilitate pre-registration, reservation blocking, and same-day bookings while adhering to pricing structures and promotional strategies; handle reservation cancellations as per procedures.
  • Maintain accurate logs and reports as directed by management.
  • Coordinate alternative accommodations for guests when required, following established protocols.
  • Perform additional tasks as assigned.

Qualifications:

  • Comprehensive understanding of company policies, procedures, and services; familiarity with other hotel departments.
  • Strong interpersonal, written, and verbal communication skills.
  • Proficient in Front Desk management software.
  • Fluent in English; proficiency in a second language is a plus.
  • Exceptional time management and multitasking abilities.
  • Outstanding problem-solving skills.
  • Ability to maintain a customer-centric approach.
  • Strong organizational and planning capabilities.
  • Team-oriented mindset.
  • Adherence to corporate standards and procedures.

Experience and Education:

  • High School diploma or equivalent experience.
  • Minimum of 1 year experience in a Front Desk or customer service role.
  • Completion of required annual training as designated by the company.
  • Any additional training as required by management.

Work Environment:

  • This position operates in a professional office setting, utilizing standard office equipment such as computers, telephones, and photocopiers.
  • This is a full-time role, with occasional overtime required.
  • Work schedules may vary.
  • This role is primarily indoors.