Guest Services Representative

1 week ago


Philadelphia, Pennsylvania, United States Club Quarters Full time

Guest Services Representative

As a vital member of our hospitality team, you will play a key role in ensuring exceptional guest experiences at Club Quarters. Your primary responsibility will be to provide outstanding service at the Front Desk, creating a welcoming atmosphere for all visitors.

Key Responsibilities:

  1. Deliver professional and efficient service to enhance guest satisfaction through effective communication and interaction.
  2. Oversee all functions of the Front Desk operations, ensuring smooth and timely handling of guest requests.
  3. Manage incoming calls with courtesy and professionalism, addressing inquiries and providing information as needed.
  4. Greet arriving guests warmly, ensuring they feel valued and welcomed from the moment they enter.
  5. Coordinate with various departments to address guest needs and ensure a seamless experience.
  6. Handle all Front Desk-related issues, including reservations, billing inquiries, and concierge services.
  7. Address and resolve guest complaints promptly, escalating to management when necessary.
  8. Collaborate with fellow team members to foster a positive work environment and enhance guest experiences.
  9. Monitor and manage arrangements for VIP and long-stay guests, ensuring their specific needs are met.
  10. Exhibit calmness and authority in emergency situations, particularly concerning fire and safety protocols.
  11. Utilize hotel management systems and technology efficiently to troubleshoot and resolve operational issues.
  12. Stay informed about local events and services to provide knowledgeable concierge assistance to guests.
  13. Participate in departmental meetings and training sessions as required.
  14. Manage cash handling responsibilities accurately and maintain the integrity of the cash drawer.
  15. Supervise the duties of Guest Service Representatives to ensure all guest requests are fulfilled.
  16. Balance room inventory daily to optimize revenue in accordance with company policies.
  17. Ensure accurate billing and payment processes for all guests, maintaining valid credit card information and adhering to credit policies.
  18. Provide reservation services as needed, ensuring all guest needs are met.
  19. Perform additional Front Desk duties as assigned by management.

Additional Information:

Compensation is hourly based, reflecting the importance of this role in our organization.



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