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Guest Services Representative

2 months ago

St Augustine, Florida, United States Casa Monica Resort and Spa Full time

Position Overview:

EMBARK ON A REWARDING CAREER JOURNEY

At Casa Monica Resort and Spa, we pride ourselves on creating memorable experiences for our guests. Our team is dedicated to delivering exceptional service and ensuring every visitor feels valued and welcomed. We are committed to fostering a culture of growth and development for our employees, ensuring that opportunities for advancement are always within reach.

Key Responsibilities:

  • Welcome and engage with guests in a warm and professional manner, adhering to our hospitality standards.
  • Assist with housekeeping tasks, including maintaining cleanliness in public areas.
  • Safeguard guest privacy and confidentiality, ensuring secure handling of personal information.
  • Manage check-in and check-out processes efficiently, including room assignments.
  • Collaborate with housekeeping to monitor room readiness for incoming guests.
  • Communicate parking protocols to guests and coordinate bell/valet services as necessary.
  • Process guest charges and payments, handle no-shows, and resolve billing discrepancies.
  • Generate daily reports and conduct accuracy checks on guest information.
  • Adjust guest invoices as needed and manage room blocking and unblocking.
  • Operate the telephone system, ensuring prompt and courteous responses to calls.
  • Handle wake-up call requests in accordance with established procedures.
  • Notify guests of messages and document them accurately.
  • Maintain comprehensive knowledge of room types, hotel amenities, and local attractions.
  • Respond promptly to guest inquiries and special requests, ensuring satisfaction.
  • Log guest feedback and concerns, communicating effectively with relevant departments.
  • Utilize effective sales techniques to promote room upgrades and additional services.
  • Keep work areas organized and presentable.
  • Protect company assets and proprietary information diligently.
  • Demonstrate proficiency in office equipment and property management systems.
  • Adhere to company policies and procedures consistently.
  • Maintain a professional appearance in line with company standards.
  • Follow safety and security protocols, reporting any incidents or hazards.
  • Accommodate guests with disabilities, ensuring their needs are met appropriately.
  • Foster positive relationships with team members to achieve collective goals.
  • Participate in training sessions and team meetings as required.
  • Perform additional duties as assigned.

Qualifications:

  • Possess a Bachelor's degree in Business or a related field, or equivalent experience.
  • Minimum of one year of relevant experience in a similar role.
  • Experience in luxury hospitality settings is preferred.
  • Students or graduates of hotel management programs are encouraged to apply.

Work Environment:

  • Comfortable working in a shared environment with consistent noise levels.
  • Ability to adapt to changing priorities and deadlines with a positive attitude.
  • Flexible scheduling based on business needs.

Physical Requirements:

  • Regularly required to see, hear, and engage in physical activities for extended periods.
  • Ability to lift and carry items weighing up to 50 lbs.
  • Frequent travel by foot and other means may be necessary.

Casa Monica Resort and Spa is an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.