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Guest Services Representative

2 months ago

Houston, Texas, United States TownePlace Houston Full time

Position Overview:

The Front Desk Agent plays a crucial role in ensuring a welcoming atmosphere for guests. This position involves registering guests, managing reservations, and providing exceptional service throughout their stay. Key responsibilities include handling guest check-ins and check-outs, as well as addressing inquiries and requests efficiently.

Key Qualifications:

  • High School diploma or equivalent; relevant college coursework is advantageous.
  • Previous experience in hospitality or a related field is preferred.
  • Exhibit a friendly demeanor and a strong commitment to customer satisfaction.
  • Ability to manage multiple tasks, pay attention to detail, and resolve issues effectively.
  • Strong communication skills, both verbal and written.
  • Quick decision-making abilities and the capacity to evaluate various options.
  • Ability to thrive in high-pressure environments.
  • Proficient in problem identification and resolution.
  • Strong listening skills to understand and address concerns from guests and colleagues.
  • Basic financial literacy and arithmetic skills.
  • Ability to read and write clear instructions and correspondence.
  • Logical thinking to analyze problems and gather relevant information.
  • Familiarity with Microsoft Office applications.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel services and guest offerings.
  • Contribute positively to the work environment.

Primary Responsibilities:

  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Maintain a professional appearance and adhere to uniform standards.
  • Ensure regular attendance as per the scheduling requirements.
  • Comply with company policies and procedures to promote safe and efficient operations.
  • Greet and assist all guests at the Front Desk, ensuring a warm and welcoming experience.
  • Manage the telephone switchboard effectively, meeting performance standards.
  • Handle requests for information, mail, and messages with courtesy.
  • Provide information about hotel services, facilities, and local attractions.
  • Foster good communication and teamwork with other departments.
  • Stay informed about rates, packages, and special promotions.
  • Collect necessary information for room reservations and follow pricing protocols.
  • Understand and adhere to company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Facilitate check-ins and check-outs in a friendly and efficient manner.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure the logging and delivery of packages, mail, and messages to guests.
  • Utilize proper communication etiquette when interacting with colleagues.
  • Deliver guest items such as luggage and amenities as requested.
  • Maintain up-to-date knowledge of property amenities and local attractions.
  • Perform additional duties as assigned, contributing to a clean and organized work environment.