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Guest Services Representative

2 months ago

Austin, Texas, United States Pathfinder Development Full time

Position Overview: The Guest Services Representative is dedicated to delivering outstanding customer service, ensuring that guests feel welcomed, comfortable, and well cared for throughout their stay.

Key Responsibilities:

  • Coordinate with housekeeping, maintenance, and sales teams to address guest requests promptly.
  • Manage front desk operations, including guest check-ins and check-outs efficiently.
  • Assist guests in making reservations or scheduling local entertainment and services.
  • Handle incoming calls, documenting details for future reference.
  • Respond to inquiries regarding potential bookings and provide relevant information.
  • Exceed guest expectations by anticipating their needs and recommending local attractions.
  • Maintain communication with guests regarding upcoming events such as weddings and corporate retreats to ensure seamless service.
  • Report any incidents or injuries to management without delay.
  • Availability for flexible working hours, including mornings, evenings, weekends, and holidays.
  • Deliver exceptional guest service consistently, aiming to surpass guest expectations.
  • Adhere to attendance policies and arrive at work punctually.
  • Encourage and motivate colleagues and guests alike.
  • Continuously learn new policies and seek more efficient processes.
  • Understand and comply with all relevant regulations and standards.
  • Proficiently use the property-specific hotel management system.
  • Accurately input information into an online database.
  • Demonstrate a willingness to develop strong customer service skills.
  • Provide a level of Platinum Service to every guest, in line with company culture.

Qualifications:

  • Strong interpersonal and team-building abilities.
  • A desire for personal and professional growth, regardless of career stage.
  • Ability to fulfill essential duties satisfactorily, as outlined in the job requirements.

Education and Experience:

  • Less than high school education or up to one month of related experience or training, or an equivalent combination of education and experience.
  • Proficient in Microsoft Office applications.

Language Skills:

  • Ability to read and understand simple instructions, short correspondence, and memos.
  • Ability to write basic correspondence.

Mathematical Skills:

  • Ability to perform basic arithmetic operations and interpret simple data.
  • Ability to handle computer-based tasks such as data entry and invoicing.

Reasoning Ability:

  • Ability to apply common sense to follow detailed instructions.
  • Ability to address problems with a few concrete variables in standardized situations.

Physical Demands: The physical requirements for this role include:

  • Standing for approximately 1/3 to 2/3 of the workday.
  • Walking for less than 1/3 of the workday.
  • Sitting for more than 2/3 of the workday.
  • Using hands for various tasks for approximately 1/3 to 2/3 of the workday.

Work Environment: The work environment may include exposure to:

  • Wet or humid conditions.
  • Moving mechanical parts.
  • Outdoor weather conditions.