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Guest Services Representative

2 months ago

Peru, Illinois, United States Aimbridge Hospitality Full time

Job Overview

As a Front Desk Agent, you will play a crucial role in ensuring an exceptional experience for our guests. Your primary duties will include welcoming and registering guests, providing exemplary service throughout their stay, and managing the settlement of accounts upon departure. Key responsibilities encompass:

Core Responsibilities

  • Registering guests and managing reservations.
  • Performing hotel operator and concierge functions.
  • Delivering attentive, courteous, and efficient service to all guests from pre-arrival to post-departure.
  • Maximizing room revenue and occupancy rates.

Qualifications

  • A high school diploma or equivalent is required; college coursework in a related field is advantageous.
  • Prior experience in a hotel or similar environment is preferred.
  • A positive attitude and a commitment to providing outstanding customer service.
  • Strong multitasking abilities and attention to detail.
  • Effective communication skills to convey information clearly.
  • Ability to quickly assess and select among various options to resolve issues.
  • Capability to work well under pressure in a fast-paced environment.
  • Proficient in listening and understanding guest and coworker concerns.
  • Basic financial acumen and arithmetic skills.
  • Ability to read, comprehend, and write simple instructions and correspondence.
  • Operational knowledge of Microsoft Office Suite.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel services and products.
  • Ability to contribute to a positive work atmosphere.

Key Duties

  • Approach all interactions with guests and colleagues in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming.
  • Ensure regular attendance in accordance with company standards.
  • Comply with all policies and regulations to promote safe and efficient hotel operations.
  • Greet and welcome all guests at the Front Desk with warmth and friendliness.
  • Manage the telephone switchboard and meet performance standards.
  • Handle requests for information, mail, and messages courteously and efficiently.
  • Respond to guest inquiries regarding hotel services, facilities, and local attractions.
  • Establish effective communication and teamwork with other departments.
  • Stay informed about rates, packages, and special promotions.
  • Process room reservations accurately and follow rate quoting procedures.
  • Familiarize yourself with company policies and emergency procedures.
  • Handle check-ins and check-outs efficiently and courteously.
  • Utilize the Front Desk computer system effectively.
  • Ensure the logging and delivery of packages and messages to guests.
  • Maintain knowledge of property amenities and local attractions.
  • Perform additional duties as assigned to support hotel operations.

Company Overview

Aimbridge Hospitality is a global leader in third-party hotel management, with a diverse portfolio of over 1,550 hotels across 50 states and 22 countries. Our associates are dedicated to providing exceptional service and achieving outstanding results in a culture that inspires excellence.

Benefits

Full-time employees are eligible for a competitive benefits package, including:

  • Medical, Dental, and Vision Coverage
  • Short-Term and Long-Term Disability Income
  • Term Life and AD&D Insurance
  • Paid Time Off
  • Employee Assistance Program
  • 401k Retirement Plan