Guest Services Representative

2 months ago

Memphis, Tennessee, United States Hampton Inn Memphis Walnut Full time

Compensation Type:
Hourly

Company Overview:
Hampton Inn Memphis Walnut is a distinguished name in the hospitality sector, known for its commitment to excellence and guest satisfaction. We pride ourselves on providing a welcoming atmosphere and top-notch service to our guests.

Position Overview:
The Front Desk Agent plays a crucial role in ensuring a seamless experience for all guests during their stay. This position is responsible for delivering exceptional service during check-in, throughout the guest's visit, and at checkout, while also optimizing room revenue and occupancy rates.

Key Responsibilities:

  • Respond to guest inquiries regarding local attractions, dining options, and transportation.
  • Adhere to all cash handling and credit policies to ensure financial accuracy.
  • Stay informed about current rates, packages, and special promotions.
  • Maintain familiarity with in-house groups and their specific needs.
  • Monitor and manage closed-out and restricted dates effectively.
  • Gather necessary information for room reservations and follow established procedures for quoting rates.
  • Understand hospitality terminology and apply it in daily tasks.
  • Be knowledgeable about emergency procedures and assist as required.
  • Facilitate check-ins and checkouts with a friendly and efficient approach.
  • Utilize proper communication etiquette when interacting with team members.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks outlined in the shift checklist promptly and efficiently.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports as needed.
  • Prepare and balance individual paperwork for shift closure in accordance with hotel standards.
  • Promote and maintain guest programs and special promotions.
  • Ensure a clean and organized work area at all times.
  • Assist guests with safe deposit box services.

Qualifications:

  • Completion of college coursework in a related field is advantageous.
  • Prior experience in a hotel or similar environment is preferred.
  • A high school diploma or equivalent is required.
  • Proficiency in computer systems is necessary.
  • Experience in customer service is highly valued.
  • Maintain a warm and approachable demeanor consistently.
  • Effective verbal and written communication skills are essential for interacting with guests and team members.
  • Ability to listen, understand, and address concerns raised by guests and colleagues.
  • Capable of multitasking and prioritizing responsibilities to meet deadlines.
  • Approach all interactions with guests and staff in a courteous and service-oriented manner.
  • Regular attendance is required, adhering to company standards and scheduling needs.
  • Uphold high standards of personal appearance and grooming, including proper uniform and nametag.
  • Comply with company standards and regulations to ensure safe and efficient operations.
  • Strive for productivity, identify areas for improvement, and assist in implementing solutions.
  • Demonstrate problem-solving skills, including anticipation and prevention of issues.
  • Ability to comprehend and apply complex information from various sources to achieve objectives.
  • Willingness to cross-train in other hotel-related areas as needed.
  • Maintain confidentiality of sensitive information.
  • Show initiative by anticipating guest and operational needs.
  • Perform additional duties as assigned by management.

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