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Guest Services Representative

2 months ago

Colorado Springs, Colorado, United States Garden of the Gods Resort and Club Full time
Position Overview

The Guest Services Representative plays a crucial role in providing exceptional service to guests and members. This position involves handling inquiries through various communication channels, managing guest arrivals and departures, processing reservations, and addressing questions regarding rates, facilities, and services with professionalism and efficiency.

Key Responsibilities:
  • Execute check-in and check-out procedures in accordance with established hotel standards.
  • Utilize property management systems effectively, including reservation and activity management tools.
  • Understand and implement the complete reservation process as per company guidelines.
  • Respond to incoming calls promptly and courteously, ensuring a high level of service.
  • Conduct pre-arrival and mid-stay check-in calls to enhance guest experience.
  • Manage accounting tasks such as posting charges, settling accounts, and closing shifts accurately.
  • Maintain up-to-date information on daily events and ensure proper documentation.
  • Communicate guest requests and inquiries to relevant departments, tracking responses as necessary.
  • Possess comprehensive knowledge of hotel amenities and room services.
  • Be familiar with pricing strategies and room rates to assist guests effectively.
  • Understand the credit policies and billing procedures to explain charges clearly to guests.
  • Process all reservation transmissions, including modifications and cancellations, from various sources.
  • Document necessary alerts and comments on reservations to ensure guest satisfaction.
  • Assist in blocking reservations to optimize room availability.
  • Support reservation requests for hotel services and outlets.
  • Pay attention to detail to ensure all tasks are completed and communicated appropriately.
  • Maintain composure and professionalism in high-pressure situations.
  • Implement service recovery strategies to resolve guest issues effectively.
  • Review daily arrival reports to prepare for guest check-ins.
  • Communicate property policies regarding reservations and cancellations to guests.
  • Exhibit excellent telephone etiquette, treating every guest with respect and warmth.
  • Deliver service that aligns with the company's standards and values.
  • Foster open communication across departments to enhance teamwork.
Additional Responsibilities:
  • Welcome every guest and team member, setting a positive tone for interactions.
  • Provide outstanding service that reflects the company’s commitment to excellence.
  • Embrace and promote wellness and company values in all interactions.
  • Empower yourself to resolve issues proactively.
  • Bid farewell to guests with warmth and appreciation.
  • Utilize feedback effectively to improve service quality.
  • Maintain a professional appearance and focus on guest needs.
  • Adhere to company policies and safety guidelines.
  • Manage phone inquiries and direct calls appropriately.
  • Assist with administrative tasks such as copying, scanning, and emailing.
Position Requirements:
  1. Essential Skills:
Basic proficiency in Microsoft Word and Excel is required.
  1. Education and Experience:
A high school diploma is required. Experience with property management systems is advantageous but not mandatory.
  1. Licenses and Certifications:
A valid driver's license is required.

Communication:
  • Daily: Interact with front desk staff, concierge, and housekeeping regarding reservation needs.
  • Weekly: Coordinate with departments to ensure upcoming reservation requirements are met.
  • Occasionally: Engage in coaching sessions for professional development.
Team Collaboration: This role necessitates effective teamwork and communication across departments.
Environmental Considerations:
This position may involve working in various settings, both indoors and outdoors, and requires the ability to perform tasks that involve manual dexterity and coordination.

Conclusion:
The Garden of the Gods Resort and Club is dedicated to fostering a supportive and dynamic work environment that encourages professional growth and development for all team members.