Guest Services Representative

2 weeks ago

Anaheim, California, United States SpringHill Suites Anaheim Full time

Job Overview:

The Front Desk Agent plays a crucial role in ensuring a welcoming and efficient experience for all guests. This position is responsible for greeting and registering guests, providing exceptional service throughout their stay, and managing the guest's account upon departure. Key duties include guest registration, reservation management, and performing hotel operator and concierge functions. The Front Desk Agent is dedicated to delivering attentive, courteous, and efficient service to enhance guest satisfaction while optimizing room revenue and occupancy rates.

Qualifications:

  • High School diploma or equivalent is required; coursework in a related field is advantageous.
  • Prior experience in a hotel or similar environment is preferred.
  • Possess a positive demeanor and a strong commitment to providing outstanding customer service.
  • Ability to manage multiple tasks, with attention to detail and effective problem-solving skills.
  • Strong communication skills to convey information clearly and effectively.
  • Quickly assess and choose the best course of action in various situations.
  • Ability to perform well under pressure in a fast-paced environment.
  • Skilled in addressing workplace challenges, including anticipating and resolving issues proactively.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Proficient in handling financial information and basic arithmetic operations.
  • Capable of reading, comprehending, and writing simple instructions and correspondence.
  • Ability to apply logical reasoning to define problems, gather information, and draw valid conclusions.
  • Familiarity with Microsoft Office applications is essential.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel products and guest services.
  • Ability to contribute to a positive work environment.

Key Responsibilities:

  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming, adhering to uniform guidelines.
  • Ensure regular attendance in accordance with scheduling needs.
  • Comply with company policies and regulations to promote safe and efficient hotel operations.
  • 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 courteously and efficiently.
  • Respond to guest inquiries regarding hotel services, facilities, and hours of operation.
  • Provide information about local attractions, restaurants, and entertainment options.
  • Foster good communication and teamwork with fellow associates and other departments.
  • Stay informed about rates, packages, special promotions, and in-house groups.
  • Gather necessary information for room reservations and follow established procedures.
  • Understand and adhere to company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Facilitate check-ins and check-outs in a friendly and efficient manner.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure proper logging and delivery of packages, mail, and messages to guests.
  • Utilize proper radio etiquette when communicating with other associates.
  • Deliver guest items such as luggage, newspapers, and amenities as requested.
  • Maintain an up-to-date knowledge of property amenities and local events.
  • Perform additional duties as assigned, contributing to overall hotel cleanliness and safety.

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