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Guest Services Representative

2 months ago

Monterey, California, United States Greenwood Hospitality Group Full time
Job Overview

Position Level
Entry Level

Work Location
Greenwood Hospitality Group

Employment Type
Full-Time

Educational Requirements
High School Diploma

Compensation
$18.00 per hour

Industry
Hospitality - Hotel Management

Position Summary:

The Guest Services Representative is primarily tasked with managing all guest interactions, ensuring that their needs are met with the utmost professionalism and care. As the initial point of contact, this role is crucial in establishing a positive first impression for guests.

The Guest Services Representative is dedicated to delivering outstanding service to both internal and external guests consistently. This position requires embodying the values and culture of the hospitality group.

Key Responsibilities:
  • Maintain comprehensive knowledge of and adhere to all departmental policies, service procedures, and standards.
  • Understand the proper maintenance and usage of equipment, ensuring it is utilized correctly.
  • Anticipate guest needs, respond promptly, and acknowledge all guests, regardless of the time or busyness.
  • Foster positive guest relations at all times.
  • Address guest complaints effectively, ensuring satisfaction.
  • Possess thorough knowledge of:
    • all hotel features and services, including hours of operation.
    • room types, layouts, decor, and locations.
    • room rates, special packages, and promotions.
    • daily occupancy and expected arrivals/departures.
    • room availability for any given day.
    • scheduled group activities, locations, and times.
    • all hotel and departmental policies and procedures.
  • Access all functions of the property management system.
  • Ensure current information on rates and promotions is readily available at the front desk.
  • Inspect and prepare all materials and equipment for service readiness.
  • Oversee the hotel entrance and manage any congestion.
  • Monitor the check-in/check-out process, proactively assisting to alleviate pressure and expedite guest processing.
  • Review communication logs to ensure timely follow-up on guest requests.
  • Maintain a tidy and welcoming front desk area.
  • Process guest mail according to established procedures.
  • Ensure express check-outs are completed through the system.
  • Observe guest reactions and collaborate with staff to ensure satisfaction.
  • Assist guests with lost or stolen items, adhering to hotel policy.
  • Follow hotel protocols for guest and employee accidents or emergencies.
  • Contact newly registered guests shortly after check-in to confirm satisfaction and resolve any issues.
  • Ensure the security of guest accommodations.
Accountability:
The associate is responsible for all duties outlined in this job description as well as any additional tasks assigned.

Qualifications:

Experience & Education:
  • High school diploma or equivalent.
  • Prior experience in hospitality is required.
  • Any combination of education and experience that provides the necessary knowledge, skills, and abilities.
  • Previous experience with Windows, Office, and property management systems is preferred.
Job Requirements:
  • Must be a U.S. citizen or possess a valid work permit.
  • Excellent phone etiquette is essential.
  • Ability to read, write, and speak English fluently.
  • Strong computer skills are required.
  • Proficient in Microsoft Office applications.
  • Ability to perform well under pressure.
  • Capable of following instructions accurately, both verbal and written.
  • Detail-oriented with a focus on quality.
  • Ability to thrive in a fast-paced environment.
  • Excellent listening and communication skills.
  • Professional appearance and demeanor are required.
  • Commitment to fostering a teamwork environment.
  • Flexibility to work evenings, weekends, and holidays as needed.
  • Strong interpersonal skills to effectively engage with guests and colleagues.
  • Ability to resolve conflicts diplomatically.
  • Passion for creating exceptional guest experiences.
  • Strong problem-solving skills and ability to identify and address issues.
  • Leadership and organizational skills are a plus.
Working Conditions:
  • Must be able to stand for extended periods, with intermittent walking.
  • Occasional lifting, carrying, pushing, and pulling up to 50 lbs. with assistance.
  • Frequent hand and arm movements, including grasping and fine manipulation.
  • Ability to bend, squat, crawl, kneel, and walk on uneven surfaces occasionally.
  • While primarily an indoor role, the ability to work outside in various weather conditions is necessary.
  • Occasional stair climbing may be required.
The physical demands outlined here represent those that must be met by an associate to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

This job description does not imply that these are the only duties to be performed by this employee. Additional tasks may be assigned by the supervisor as needed.