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Guest Services Representative

2 months ago

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Job Overview

Position Title: Front Desk Agent


Role Summary

The Front Desk Agent plays a crucial role in delivering outstanding customer service to guests at Opus Communities LLC. This position involves managing guest check-ins and check-outs, handling reservations, and ensuring that all guests have a pleasant and comfortable experience during their stay.


Key Responsibilities:

  • Welcome guests warmly and provide comprehensive information about the hotel and local attractions.
  • Facilitate the check-in and check-out process, confirming guest details and processing payments efficiently.
  • Manage reservations through various channels, ensuring accuracy and up-to-date guest information.
  • Respond to phone inquiries and emails promptly, addressing guest questions and resolving issues as they arise.
  • Keep meticulous records of guest interactions, transactions, and room availability.
  • Attend to guest requests, special needs, and complaints in a professional manner.
  • Collaborate with housekeeping and maintenance teams to ensure guest rooms are prepared and any issues are addressed swiftly.
  • Maintain an orderly and well-stocked front desk area.
  • Oversee breakfast service for guests.
  • Manage the lobby convenience store operations.
  • Complete daily shift reports accurately.
  • Be flexible with work hours to meet the needs of the hotel.
  • Handle lost and found items according to hotel policies.
  • Adhere to attendance policies and maintain regular work hours.
  • Perform additional duties as assigned by management.

Performance Metrics:

  • Achieve economic occupancy rates at or above budgeted levels.
  • Maintain a positive guest experience with Google reviews rated at or above 4.5.
  • Meet property budget targets consistently.