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Guest Services Representative
2 months ago
The Guest Services Representative plays a crucial role in ensuring that guests have a memorable experience at Gulph Creek Hotels. This position is dedicated to providing exceptional service and support to all visitors.
KEY RESPONSIBILITIES
Customer Engagement
- Prioritizes guest satisfaction as the core value of our operations.
- Demonstrates a strong commitment to addressing guest needs promptly and effectively.
- Aims to meet or surpass guest satisfaction benchmarks.
- Ensures that hotel standards and services align with the delivery of consistent guest experiences.
- Implements guest service initiatives and adheres to Gulph Creek Hotels' standards.
Front Office Duties
- Welcome all guests, both internal and external, with warmth and professionalism.
- Manage guest bookings, check-ins, and check-outs efficiently.
- Provide assistance to guests whenever possible.
- Respond to guest inquiries and requests in a timely manner.
- Ensure guest satisfaction by following up on requests and needs.
- Inform guests about hotel policies, services, and amenities.
- Offer information and assistance regarding the local area as needed.
- Maintain accurate guest records in the hotel management system, including billing and payment details.
- Handle collection of in-house balances and alert management of potential issues.
- Reconcile cash, checks, credit card transactions, and ledger accounts as required.
- Keep daily logs and checklists organized and up to date.
- Communicate effectively with team members and other departments regarding guest requests and room availability.
- Assist in various operational areas, including switchboard and concierge services.
- Adhere to all safety and operational standards.
- Maintain regular attendance as per company policy.
- Uphold high standards of personal grooming and appearance.
- Approach all interactions with guests and colleagues in a friendly, service-oriented manner.
- Keep work areas tidy and organized.
- Perform additional duties as assigned.
QUALIFICATIONS
To excel in this role, candidates must meet the following criteria:
- High School diploma or equivalent, with relevant experience in customer service.
LANGUAGE AND MATHEMATICAL SKILLS
- Ability to read, write, and comprehend English effectively.
- Capable of presenting information clearly in one-on-one and small group settings.
- Ability to communicate effectively with guests and team members.
- Proficient in basic math skills, including addition, subtraction, multiplication, and division.
PHYSICAL DEMANDS/WORK ENVIRONMENT
The physical requirements for this position include:
- Regularly standing, walking, and using hands for various tasks.
- Occasionally lifting or moving items up to 50 pounds.
- Specific vision abilities required include close and distance vision.
PREFERENCES:
Previous experience in the hotel industry is preferred, along with familiarity with major hotel brands. Flexibility in scheduling is also advantageous.
