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Guest Services Representative

2 months ago

Belmont, Ohio, United States Days Inn Belmont Full time

Position Overview:

The Guest Services Representative plays a crucial role in ensuring a positive experience for all visitors. This position involves welcoming and registering guests, delivering exceptional service throughout their stay, and managing the settlement of accounts upon departure. Key duties include handling guest registrations, modifying reservations, and performing concierge and hotel operator tasks. The aim is to provide attentive, courteous, and efficient service while optimizing room revenue and occupancy rates.

Key Qualifications:

  • High School diploma or equivalent is required; coursework in a related field is advantageous.
  • Previous experience in hospitality or a related industry is preferred.
  • A positive demeanor and a strong commitment to delivering excellent customer service are essential.
  • Ability to multitask, pay attention to detail, and resolve issues effectively with both internal and external customers.
  • Strong communication skills to convey information clearly.
  • Quick and accurate decision-making abilities are necessary.
  • Capability to thrive in high-pressure environments.
  • Proficient in identifying, preventing, and resolving workplace challenges.
  • Effective listening skills to understand and clarify concerns raised by guests and colleagues.
  • Basic financial literacy and arithmetic skills are required.
  • Ability to read, comprehend, and write simple instructions and correspondence.
  • Logical thinking skills to define problems, gather information, and draw valid conclusions.
  • Familiarity with Microsoft Office applications is required.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel products and guest services is beneficial.
  • Ability to contribute to a positive work environment.

Primary Responsibilities:

  • Engage with guests and team members in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming, adhering to uniform policies.
  • Ensure regular attendance in line with company standards, adjusting to hotel needs.
  • Comply with company policies and regulations to promote safe and efficient operations.
  • Greet and welcome all guests at the Front Desk, maintaining a warm and friendly demeanor.
  • Operate the telephone switchboard effectively, meeting performance standards.
  • Handle requests for information, mail, and messages with efficiency and courtesy.
  • Respond to guest inquiries regarding hotel services, facilities, and operational hours.
  • Provide information about local attractions, restaurants, and entertainment options.
  • Foster good communication and teamwork with colleagues and other departments.
  • Stay informed about rates, packages, promotions, and in-house groups.
  • Gather necessary information for room reservations and follow established procedures.
  • Be knowledgeable about company policies and hospitality terminology.
  • Assist in emergency procedures as needed.
  • Facilitate check-ins and check-outs in a friendly and efficient manner.
  • Fully understand and operate the Front Desk computer system.
  • Ensure proper logging and delivery of packages, mail, and messages to guests.
  • Utilize proper radio etiquette when communicating with team members.
  • Deliver guest items such as luggage, newspapers, and requested amenities.
  • Maintain up-to-date knowledge of property amenities and local events.
  • Perform additional duties as assigned, including assisting coworkers and maintaining cleanliness throughout the hotel.