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Guest Service Representative

2 months ago

Harrisburg, Pennsylvania, United States Springwood Hospitality Full time
Job Summary

We are seeking a highly skilled and customer-focused Guest Service Agent to join our team at Springwood Hospitality. As a key member of our front desk team, you will be responsible for providing exceptional service to our guests, ensuring their stay is memorable and enjoyable.

Key Responsibilities
  • Provide top-notch customer service to guests, responding to their needs and exceeding their expectations.
  • Anticipate and meet the needs of guests, ensuring their stay is smooth and hassle-free.
  • Assist guests with check-in and check-out processes, handling room assignments and special requests.
  • Act as a liaison between management and guests, resolving issues and concerns in a professional and courteous manner.
  • Handle cash, check, and credit transactions, ensuring accuracy and security.
  • Develop a thorough knowledge of our property management system and accounting procedures.
  • Post room charges, food and beverage charges, and other expenses, ensuring accuracy and completeness.
  • Collect payment and make change for hotel guests, following all cash handling procedures.
  • Answer inquiries about hotel services, shopping, dining, and entertainment options.
  • Maintain guest privacy and confidentiality, adhering to our hotel's policies and procedures.
  • Keep the front desk area clean and organized, ensuring a safe and welcoming environment for guests.
  • Assist in maintaining public areas of the hotel, including the lobby and common areas.
  • Receive and transmit mail, phone, and written messages for guests, using proper telephone etiquette.
  • Attend to special service requests, including securing guest valuables and ordering complimentary amenities.
  • Deliver requested items when possible, ensuring guest satisfaction.
  • Be aware of new potential sales contacts through guest interaction, reporting information to the sales department or general manager.
  • Promote repeat business by offering to take future reservations and providing recommendations for alternate same-brand products.
  • Contribute to the success of our hospitality programs, ensuring their implementation and effectiveness.
  • Perform other duties as assigned, utilizing your skills and abilities to support the team.
Requirements
  • High school diploma or equivalent required.
  • Excellent communication and interpersonal skills, with the ability to work effectively with guests and colleagues.
  • Ability to lift and carry 25 pounds, push and pull 50 pounds.
  • Knowledge of emergency procedures and ability to respond accordingly.
  • Thorough knowledge of our Associate Handbook and adherence to all work rules, procedures, and policies.
  • Ability to maintain certification from a responsible vendor training if alcohol is served at our property.