Guest Services Representative

1 week ago

Austin, Texas, United States Pathfinder Development Full time

Position Overview: The Guest Services Representative is dedicated to delivering outstanding customer service, ensuring that guests feel welcomed, comfortable, and attended to throughout their stay.

Key Responsibilities:

  • Facilitate communication with housekeeping, maintenance, and sales teams to promptly address guest needs.
  • Oversee front desk operations, including guest check-ins and check-outs.
  • Assist guests in making reservations or scheduling local entertainment and services.
  • Handle incoming calls, documenting details for future reference.
  • Respond to inquiries regarding potential bookings.
  • Exceed guest expectations by anticipating their needs and recommending local attractions.
  • Maintain ongoing communication with guests regarding weddings, corporate retreats, and other events to ensure readiness.
  • Report any incidents or injuries to management without delay.
  • Exhibit flexible availability, including mornings, evenings, weekends, and holidays.
  • Deliver top-tier guest service consistently, aiming to surpass guest expectations.
  • Adhere to attendance policies and arrive on time as scheduled.
  • Encourage and motivate colleagues and guests alike.
  • Engage in continuous learning of new policies and efficient processes.
  • Comply with all relevant rules and regulations.
  • Utilize the property-specific hotel PMS system effectively.
  • Input information into an online database accurately.
  • Demonstrate a willingness to develop strong customer service skills.
  • Provide exemplary service to every guest in line with company culture.

Qualifications:

  • Strong interpersonal and team-building abilities.
  • A desire for personal and professional growth, regardless of career stage.
  • Ability to perform essential duties satisfactorily, with minimum knowledge, skills, and abilities required.

Education and Experience:

  • Less than high school education or up to one month of related experience or training, or an equivalent combination of education and experience.
  • Proficiency in Microsoft Office applications.

Language Skills:

  • Ability to read and comprehend simple instructions, short correspondence, and memos.
  • Ability to write simple correspondence.

Mathematical Skills:

  • Ability to perform basic arithmetic operations and interpret data.
  • Ability to handle computer-based tasks such as data entry and invoicing.

Reasoning Ability:

  • Ability to apply common sense to follow detailed instructions.
  • Ability to address problems with concrete variables in standardized situations.

Physical Demands: The physical requirements for this role include:

  • Standing for approximately 1/3 to 2/3 of the workday.
  • Walking for less than 1/3 of the workday.
  • Sitting for more than 2/3 of the workday.
  • Using hands for various tasks for 1/3 to 2/3 of the workday.

Work Environment: The work environment may involve exposure to:

  • Wet or humid conditions.
  • Moving mechanical parts.
  • Outdoor weather conditions.

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