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Guest Services Representative

2 months ago

St Augustine, Florida, United States Casa Monica Resort and Spa Full time

Position Overview:

AN EXCITING OPPORTUNITY AWAITS YOU

At Casa Monica Resort and Spa, we pride ourselves on creating memorable experiences for our guests. Our team is dedicated to delivering exceptional service, and we are looking for individuals who share our passion for hospitality.

Role Summary:
The primary goal of the Front Office Agent is to extend a warm welcome and provide outstanding service to our guests. This role is crucial in ensuring a smooth check-in and check-out process while addressing guest inquiries efficiently. The Front Office Agent plays a vital role in upholding the company's mission and values.

Key Responsibilities:

  • Welcome and engage with guests in a friendly and professional manner, adhering to company standards.
  • Assist with housekeeping tasks, including maintaining cleanliness in public areas.
  • Safeguard guest privacy and manage confidential information responsibly.
  • Handle check-ins, check-outs, and room assignments with precision.
  • Coordinate with housekeeping to ensure rooms are ready for guests.
  • Inform guests about parking procedures and manage bell/valet services as required.
  • Process guest charges and payments, manage no-shows, and resolve billing disputes.
  • Generate daily reports and ensure accurate record-keeping.
  • Verify and adjust guest invoices as necessary.
  • Manage room assignments based on hotel requirements.
  • Answer phone calls promptly, using appropriate etiquette.
  • Handle wake-up calls according to established procedures.
  • Record and relay messages for guests accurately.
  • Maintain comprehensive knowledge of room types, hotel services, and local attractions.
  • Address guest inquiries and special requests promptly, ensuring satisfaction.
  • Document guest requests and concerns in accordance with company protocols.
  • Demonstrate effective problem-solving skills.
  • Utilize sales techniques to promote room upgrades and hotel amenities.
  • Keep the work area organized and presentable.
  • Protect company assets and proprietary information diligently.
  • Familiarize oneself with all office equipment and property management systems.
  • Adhere to company policies and procedures consistently.
  • Maintain a professional appearance in line with company standards.
  • Follow safety and security protocols, reporting any incidents or hazards.
  • Assist guests with disabilities, ensuring their needs are met appropriately.
  • Foster a positive team environment and collaborate to achieve shared goals.
  • Participate in required training sessions and meetings.
  • Perform additional duties as assigned.

Qualifications:

  • Degree in Business or related field preferred.
  • Minimum of one year of relevant experience in a similar role.
  • Experience in luxury hospitality is essential.
  • Preferred candidates include students or graduates of hotel management programs.

Work Environment:

  • Comfortable working in a dynamic, shared environment with consistent noise levels.
  • Ability to adapt to changing priorities and deadlines with a positive attitude.
  • Flexible schedules based on business needs.

Physical Requirements:

  • Regularly required to see, hear, and perform physical tasks for extended periods.
  • Ability to lift and carry items weighing up to 50 lbs.
  • Frequent travel by foot and other means of transportation may be necessary.

Casa Monica Resort and Spa is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.