Guest Services Representative

2 months ago

Clarksville, Tennessee, United States DoubleTree by Hilton Clarksville Riverview Full time


Are you dedicated to delivering outstanding guest experiences? DoubleTree by Hilton Clarksville Riverview is looking for a Guest Services Representative to become a vital part of our team.

As the initial point of contact for our guests, your role will involve providing a warm and professional service consistently.

You will be responsible for managing check-ins and check-outs, addressing guest inquiries, overseeing reservations, and handling payment transactions.

Key Responsibilities

  • Facilitate efficient and high-quality guest registration, ensuring accurate payment methods, conducting credit checks, and adhering to billing protocols.
  • Respond courteously and accurately to inquiries made via phone and in-person regarding reservations, hotel services, and guest concerns.
  • Exhibit a commitment to delivering warm, anticipatory service that exceeds the expectations of all guests.
  • Provide exceptional service for all incoming calls and general inquiries.
  • Maintain all back-office equipment and ensure a sufficient stock of supplies.
  • Offer service recovery options to guarantee guest satisfaction.
  • Process requests for wake-up calls from guests.
  • Screen calls and manage requests related to telephone communications.
  • Inform guests of any messages received through voicemail, mail, or faxes, and deliver them to rooms as necessary.
  • Document and address all guest calls, requests, questions, or concerns.
  • Log all requests or issues for follow-up.
  • Foster open, collaborative relationships with colleagues and other departments.
  • Maintain a friendly, helpful, and courteous demeanor towards all guests, managers, and fellow associates.
  • Participate in pre-shift meetings, maintain and review shift reports, and discuss arrivals, departures, daily events, and service recovery guests.
  • Review all profile details of incoming and departing guests, address requests and service recoveries, and communicate special requests to other departments.
  • Ensure all front desk-related equipment is well-maintained and stocked.
  • Keep the work area and lobby clean and presentable at all times.
  • Maintain a visible presence in the lobby and act as a lobby ambassador when not stationed at the front desk.
  • Perform additional duties and projects as assigned.

Qualifications

  • Proficient in speaking, reading, writing, and understanding English.
  • Professional demeanor and presentation suitable for a luxury environment.
  • Excellent interpersonal, written, and verbal communication skills are essential.
  • Positive attitude, team-oriented mindset, enthusiasm, and exceptional customer service skills.
  • Ability to work a flexible schedule, including evenings, weekends, and holidays, based on departmental needs and business volumes.
  • Highly motivated, organized, and results-oriented individual who thrives under pressure.
  • Capability to stand, sit, or walk for extended periods.
  • Prior experience in hospitality is preferred.
  • Must be eligible to work in the USA.

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