Luxury Hotel Guest Experience Representative
4 weeks ago
The Guest Service Agent serves as the first point of contact for guests, delivering exceptional service and ensuring a seamless experience from arrival to departure.
Key Responsibilities- Guest Relations
- Welcome and greet guests with a warm and friendly demeanor.
- Provide personalized service, addressing guests by name and anticipating their needs.
- Check-In/Check-Out Procedures
- Efficiently handle the check-in and check-out process, ensuring accuracy in reservations and billing.
- Assist guests with room assignments, special requests, and luggage services.
- Information and Recommendations
- Inform guests about hotel amenities, services, and local attractions, providing tailored recommendations.
- Handle inquiries and resolve guest complaints with professionalism and empathy.
- Communication and Collaboration
- Coordinate with housekeeping, concierge, and other departments to ensure guest requests are met promptly.
- Maintain clear and effective communication with team members and management.
- Administrative Duties
- Process reservations and cancellations accurately using hotel management software.
- Maintain guest records and ensure confidentiality of personal information.
- Service Excellence
- Uphold the hotel's luxury standards by delivering high-quality service at all times.
- Participate in ongoing training and development to enhance service skills.
- PBX Operation
Requirements
- High school diploma or equivalent; a degree in Hospitality Management is a plus.
- 1+ years of experience in a guest service role, preferably in a luxury hotel setting.
- Excellent communication and interpersonal skills.
- Proficiency in hotel management software and Microsoft Office Suite.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Working Conditions
- Fast-paced environment with frequent guest interactions.
- Ability to stand for extended periods and manage multiple tasks simultaneously.
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