Guest Services Associate

2 weeks ago

MagstattleBas, Grand Est, United States The Marcus Corporation Full time

POSITION OVERVIEW:
Welcome and register visitors, ensuring prompt and courteous service while managing guest accounts at the conclusion of their stay.

KEY RESPONSIBILITIES:

  • Facilitate the check-in and check-out process for guests.
  • Provide accurate and relevant information to guests and clients.
  • Warmly greet and assist guests, addressing their requests and inquiries with professionalism.
  • Utilize computer systems to input and retrieve information, making suitable room selections based on guest preferences.
  • Address guest requests and resolve issues, escalating complaints to management when necessary.
  • Maintain composure and attentiveness during peak periods and emergencies.
  • Answer phone calls in a professional manner, documenting guest requests and concerns in the system.
  • Provide information about the hotel and local area, including services and amenities.
  • Effectively engage with both internal and external customers, employing patience and diplomacy to manage conflicts and gather accurate information.
  • Uphold the hotel's reputation through professional conduct and appearance.
  • Adhere to all company policies, procedures, and standards, including those related to information protection.
  • Participate in all mandatory meetings and training sessions for the Guest Services Department.
  • Resolve any computer-related issues that may arise during shifts.
  • Perform additional duties and special projects as assigned.

QUALIFICATIONS:

  • High school diploma or equivalent is required; prior experience in hospitality is preferred.
  • Experience with cash handling is advantageous.
  • Availability to work a flexible schedule, including days, evenings, weekends, and holidays, while managing stress effectively.
  • Strong attention to detail.
  • Basic math skills and proficiency in operating a 10-key by touch.
  • Ability to address guest and employee concerns positively and effectively, demonstrating empathy and providing constructive solutions.
  • Excellent communication skills, including reading, writing, speaking, and understanding English.
  • Capability to stand and move throughout the front office to perform essential functions.
  • Ability to observe and respond to emergency situations.
  • Proficiency in accessing and accurately entering information using a moderately complex computer system.

ADDITIONAL REQUIREMENTS:

  • Exceptional telephone etiquette.
  • Professional appearance and demeanor, representing the company with courtesy.
Equal Opportunity Employer

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