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Guest Services Representative

2 months ago

Orlando, Florida, United States Hilton Garden Inn Lake Buena Vista Full time

Position Overview:
As a vital member of our hospitality team, you will play a key role in ensuring guests have a seamless experience during their stay.

Key Responsibilities:

  • Welcome guests with a warm and genuine greeting, utilizing a clear and positive communication style to address inquiries and provide essential information about hotel amenities and local attractions.
  • Facilitate the check-in and check-out processes by accurately entering and retrieving guest information in our management system, confirming details such as guest count and room rates. Promote our brand and marketing initiatives while selecting appropriate accommodations based on guest preferences.
  • Process payment transactions by verifying credit cards and handling cash, ensuring accuracy in financial dealings. Manage various forms of payment and assist with currency conversion as needed.
  • Respond promptly to phone inquiries, documenting messages and delivering them to guests efficiently. Manage incoming mail and packages as requested.
  • Conclude guest accounts at check-out, ensuring satisfaction and addressing any concerns that may arise, negotiating solutions when necessary.
  • Handle guest complaints with professionalism, conducting thorough investigations to find effective resolutions and maintaining a calm demeanor during busy periods.
  • Stay alert and composed during emergencies, utilizing sound judgment to manage situations effectively.
  • Adhere to attendance policies and maintain a consistent work schedule.
  • Perform additional duties as assigned to support the overall operation of the front office.

Qualifications:

  • A high school diploma or equivalent is required; a college degree is preferred.
  • Prior experience in a hotel environment is advantageous.
  • Proficient in performing calculations accurately and efficiently.
  • Strong interpersonal skills to engage with diverse guests and resolve conflicts with patience and diplomacy.
  • Ability to remain mobile throughout the front office and execute essential job functions.
  • Competence in using a computer system for data entry and retrieval.
  • A keen eye for identifying potential emergency situations.
  • Ability to foster positive working relationships with colleagues and guests.
  • Excellent verbal and written communication skills, with the ability to tailor communication to various audiences.

Benefits:
We are dedicated to providing a comprehensive benefits package that supports your physical, mental, and financial well-being. Our offerings include competitive medical and dental insurance, vision coverage, and generous time-off policies for vacation, sick leave, and holidays. Additional benefits such as pet insurance and various life insurance options are also available. Our 401(k) plan includes matching contributions, along with discounts through our employee programs.

We also offer a unique benefit that allows you to access your earnings on-demand, enhancing your financial flexibility.

We are an equal opportunity employer, welcoming applicants from diverse backgrounds and experiences.