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Senior Guest Services Representative

2 months ago

Little Rock, Arkansas, United States Compass Group USA Full time
Job Summary

We are seeking a highly skilled and experienced Senior Guest Services Agent to join our team at Compass Group USA. As a key member of our front desk team, you will be responsible for providing exceptional customer service to our guests, resolving any issues that may arise during their stay, and promoting our hotel services and amenities.

Key Responsibilities:
  • Assign duties to Front Office employees to ensure completion of shift duties.
  • Act as a resource to Front Office employees on difficult, technical procedures or "problem" reservations.
  • Monitor staff performance, providing feedback to staff and the Front Office Manager.
  • Maintain communication logs with staff and managers.
  • Monitor and schedule staff meals and breaks.
  • Complete the registration/check-in process by inputting and retrieving information from a computer system confirming pertinent information.
  • Ensure rooms and services are correctly accounted for within guest statement.
  • Properly account for services provided by the hotel.
  • Assist guests with check out payments or charges.
  • Accept and record vouchers, credit, traveler's checks, and other forms of payment.
  • Balance and drop receipts according to accounting specifications.
  • Provide guests with information about the facility, services, and amenities.
  • Receive special requests from guests, and respond appropriately or forward requests to appropriate team members for decisions and actions.
  • Promptly answer the telephone and email inquiries.
  • Retrieve and forward messages to/from guests.
  • Retrieve mail, packages and facsimiles or other special items for customers as requested.
  • Fields and resolves guest complaints or escalate for resolution to appropriate department.
  • Assist guests in emergency situations.
  • Maintain adequate supplies and functional equipment at the Front Desk.
  • Perform any special assignment deemed by the GM, Guest Services manager, or Manager on Duty.
  • Perform other duties as assigned.
Benefits:
  • Full-time and part-time positions are offered the following benefits:
  • Retirement Plan
  • Associate Shopping Program
  • Health and Wellness Programs
  • Discount Marketplace
  • Identify Theft Protection
  • Pet Insurance
  • Other voluntary benefits including Critical Illness Insurance, Accident Insurance, Hospital Indemnity Insurance, Legal Services, and Choice Auto and Home Program
  • Full-time positions also offer the following benefits to associates:
  • Medical
  • Dental
  • Vision
  • Life Insurance/AD
  • Disability Insurance
  • Commuter Benefits
  • Employee Assistance Program
  • Flexible Spending Accounts (FSAs)