Guest Services Representative

2 weeks ago

Roanoke Rapids, North Carolina, United States Lexima Full time


Lexima is seeking a dedicated Guest Services Representative for the Hilton Garden Inn Roanoke Rapids. This role is essential in delivering attentive, courteous, and efficient service to all guests from the moment they arrive until their departure, while optimizing room revenue and occupancy rates.

The selected candidate will manage all reservation and inquiry calls during their shift, and is expected to cultivate exceptional service skills in interactions with clients, guests, and colleagues.



Key Responsibilities:

  • Deliver attentive, courteous, and efficient service to all guests throughout their stay.
  • Facilitate check-ins and check-outs in a friendly and efficient manner.
  • Address all guest requests, issues, complaints, and incidents presented at the front desk or through reservations with attentiveness and courtesy, ensuring follow-up for guest satisfaction.
  • Provide comprehensive answers to guest inquiries regarding hotel services, amenities, and local attractions.
  • Ensure timely delivery of packages, mail, and messages to guests.
  • Adhere to all Lexima/Brand credit policies.
  • Maintain awareness of all rates, packages, and special promotions.
  • Be knowledgeable about in-house groups and restricted dates.
  • Gather all necessary information for room reservations and follow established rate quoting guidelines.
  • Master the operation of all relevant aspects of the front desk computer system.
  • Contribute positively to guest satisfaction surveys.
  • Exhibit effective phone skills.
  • Utilize Lexima/brand selling guidelines during the inquiry call process.
  • Achieve above-average performance in the mystery call process.
  • Follow up on all waitlist reservations.
  • Manage suite inventory effectively.
  • Complete the shift responsibility checklist.
  • Maintain a clean and organized front office area.
  • Comply with Lexima/Brand compliance standards and regulations to promote safe and efficient hotel operations.
  • Participate in all-employee meetings, events, and functions as required by management.
  • Familiarize oneself with all Lexima/Brand policies and hotel rules, as well as hotel terminology.
  • Develop a thorough understanding of hotel amenities and services.
  • Understand emergency procedures and be prepared to assist when necessary.
  • Communicate efficiently and professionally with hotel staff using radios.
  • Ensure accurate cash handling at the front desk.
  • Utilize proper radio etiquette when communicating with other employees.
  • Perform any additional duties as requested by management.

Qualifications:

  • Minimum of 1 year of experience in hotel front desk operations is required.
  • A high school diploma or equivalent is required.
  • A degree in Hotel Management, Hospitality Management, or related fields is preferred.
  • Previous experience in hospitality is preferred.
  • Knowledge of accounting principles is beneficial.
  • Experience with cash handling, accounting procedures, and general administrative tasks is essential.
  • Ability to assimilate complex information and data from various sources and adjust accordingly is necessary.
  • Effective problem-solving skills in the workplace, including anticipation, prevention, identification, and resolution of issues, are required.
  • Ability to perform well in stressful, high-pressure situations is essential.
  • Strong listening, understanding, clarifying, and resolving skills regarding client, guest, and co-worker concerns are necessary.
  • Maintain composure and objectivity under pressure.
  • Effective oral and written communication skills are required.
  • Availability to work weekends and holidays is necessary.
  • A valid driver's license is required.
  • Fluency in English is mandatory.

Physical Requirements:

  • Frequent standing, walking, sitting, using hands to handle or feel objects, reaching with hands and arms, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking, or hearing is required.
  • Occasional lifting and/or moving of up to 25 pounds may be necessary.
  • Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Ability to stand for the entire shift is necessary.


Reasonable accommodations may be made to enable individuals with disabilities to perform the requirements of this position if such accommodations do not create an undue hardship for the company.

Lexima is an EEO employer - M/F/Vets/Disabled

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