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Guest Services Representative

2 months ago

Charleston, West Virginia, United States Comfort Inn Charleston Downtown Full time

Position: Front Desk Agent

Overview

The Front Desk Agent is responsible for delivering exceptional service to guests, ensuring a welcoming and professional atmosphere. This role involves responding to inquiries from arriving, departing, and in-house guests, providing accurate information and assistance promptly.

Key Responsibilities:

  • Welcome guests and efficiently manage check-in procedures daily, utilizing both manual and digital systems to guarantee guest satisfaction and room assignments.
  • Facilitate guest departures by adhering to established procedures to finalize accounts and prepare rooms for future guests.
  • Accurately handle financial transactions, including posting charges and managing guest accounts, to ensure precise billing upon check-out.
  • Respond to inquiries and manage reservations in person and over the phone, effectively communicating hotel rates and utilizing sales techniques to enhance occupancy and revenue.
  • Maintain strong customer relations by staying informed about hotel services and local events to provide knowledgeable responses to guest inquiries.
  • Operate PBX systems to manage incoming and outgoing calls, assist with wake-up calls, and ensure timely communication with guests.
  • Manage cash transactions at the front desk, adhering to hotel policies regarding cash handling and accountability.
  • Exhibit a friendly and courteous demeanor consistently to create a positive guest experience.
  • Perform additional duties as assigned by management to support overall hotel operations.
  • Contribute to effective communication within the department by maintaining logs and information sources.
  • Assist colleagues and other departments to enhance the overall performance of the hotel.

Job Requirements:

Qualifications:

  • High School diploma or equivalent.
  • Previous experience in a front desk role is preferred but not mandatory.
  • Ability to stand for extended periods in a climate-controlled environment.
Benefits:

Wellness:
  • Eligible for vacation time for both part-time and full-time employees.
  • Promotes work-life balance.
Recognition:
  • Incentive-based bonus program.
  • Employee discounts within the hotel brand.
  • Discounts for friends and family.
  • Referral bonuses for new team members.
Career Development:
  • Access to a complimentary in-house training program designed to support career growth and development.
Equal Opportunity Employer