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Hotel Guest Services Agent

2 months ago

North Hollywood, United States The Garland Full time

Job Summary:

We are seeking a highly skilled and customer-focused Front Desk Representative to join our team at The Garland. As a key member of our front office team, you will be responsible for providing exceptional service to our guests, ensuring a seamless and memorable experience during their stay.

Key Responsibilities:

  • Guest Services: Greet and welcome all arriving guests, process check-ins and departures, and handle all necessary payments in a timely and efficient manner.
  • Communication: Answer all incoming calls, forward them to the correct room or extension, and communicate with guests, management, and staff in a professional and courteous manner.
  • Room Assignments: Locate and assign rooms to guests, ensuring that all rooms are clean and ready for occupancy.
  • Concierge Services: Offer referral services for information and handle brief concierge requests, such as making restaurant reservations or providing directions.
  • Group Arrivals: Handle group arrivals, ensuring that all guests are checked in and accommodated promptly.
  • Complaint Resolution: Receive and resolve guest complaints in a professional and courteous manner.
  • Hotel Promotion: Promote and invite guests to use our hotel's restaurant and facilities.
  • Work Environment: Maintain the cleanliness of work stations and lobby appearance, ensuring a safe and secure environment for guests and staff.
  • Inventory Management: Stock and prepare necessary materials for each shift, ensuring that all necessary supplies are available.
  • Communication with Other Departments: Maintain efficient communication with other departments, such as Housekeeping, Engineering, and Sales.
  • Cash Handling: Responsible for accurate cash control and ensuring that all funds are accounted for and deposits made according to policy.

Requirements:

  • Language Skills: Able to read, write, and speak verbally in English.
  • Typing Skills: Needs to have minimum typing skills and a reasonable spelling capability.
  • Communication Skills: Excellent communication skills and familiarity with the hospitality industry.
  • Experience: Customer service or hotel experience.

Benefits:

  • Flexible Scheduling: Flexible scheduling to accommodate various shifts and schedules.
  • Benefits Package: Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off.
  • Employee Recognition: Employee recognition awards and bonuses for outstanding performance.