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Guest Services Representative

2 months ago

Atlanta, Georgia, United States Mainsail Lodging & Development Full time

Position Title: Front Desk Agent

Department: Front Office

Reports to: Front Office Manager, Assistant Front Office Manager & Supervisor

Status: Non-Exempt

Overview:

The Front Desk Agent plays a pivotal role in delivering exceptional service, acting as the initial point of contact for guests. This position encompasses responsibilities across Front Desk operations, Bell Services, and Concierge Services, ensuring a warm and welcoming experience for all guests upon arrival and departure.

Benefits for Full-Time Associates:

  • Medical, Dental & Vision HSA & Flexible Spending Account Options
  • Basic Life & Disability Plan Options
  • 401(k) Retirement Plan
  • Paid Time Off
  • Holiday Pay
  • Career Training & Development Opportunities
  • Tuition Reimbursement
  • Bereavement Leave
  • Employee Assistance Program (EAP)
  • Jury Duty (may vary by state)
  • Employee Discounts
  • Employee Referral Bonus

Part-time associates receive similar benefits, excluding Medical Insurance & Holiday Pay, with voluntary benefits being 100% employee paid.

Key Responsibilities:

  • Deliver outstanding customer service, utilizing personalization techniques to enhance guest interactions.
  • Manage the Arrival and Departure manifest processes for guest check-ins and check-outs.
  • Communicate the hotel’s unique offerings and story to guests effectively.
  • Assist guests with room assignments and escort them to their accommodations, paying attention to their preferences.
  • Facilitate mobile check-ins and provide seamless service in remote areas.
  • Engage with high-tech amenities and applications to enhance guest experiences.
  • Handle payment methods, ensuring confidentiality and security for all guests.
  • Act as a concierge, offering local insights for shopping, dining, and recreational activities, and assist with reservations.
  • Support guests with luggage handling and manage mail delivery.
  • Address guest inquiries promptly and professionally.
  • Adhere to scheduled shifts and break requirements.
  • Report any incidents or unsafe conditions to management and complete necessary safety training.
  • Communicate clearly and professionally with guests and colleagues.
  • Maintain positive relationships with team members and guests.
  • Monitor for suspicious activities and report any irregular behaviors.
  • Take initiative and manage tasks with minimal supervision.
  • Follow all hotel policies and procedures as outlined in the team member handbook.
  • Ensure cleanliness and organization of the work area.

Qualifications:

  • High School diploma or equivalent.
  • Prior experience in hospitality is preferred.
  • Familiarity with Opera PMS is a plus.
  • Exceptional customer service and communication skills, both verbal and written.

Physical Requirements:

  • Ability to sit or stand for extended periods.
  • Ability to lift and pull up to 50 lbs.
  • Ability to communicate effectively.

Mental Requirements:

  • Ability to make sound judgments quickly.
  • Capability to manage multiple tasks and meet deadlines.
  • Ability to work independently and provide direction to others.
  • Maintain confidentiality and handle challenges effectively.

Note: JavaScript must be enabled to complete an application. Mainsail Lodging & Development is an equal opportunity employer committed to a diverse and inclusive workforce, ensuring equal employment opportunity without discrimination.