Guest Services Representative

2 weeks ago

Nashville, Tennessee, United States Millennium Hotels Full time

Job Overview

Role Objective:

Welcomes and registers visitors, delivers prompt and courteous assistance, and finalizes guest accounts upon departure to uphold Millennium's esteemed quality standards.

KEY RESPONSIBILITIES:

Core Duties:

Provide a warm and genuine greeting to guests upon arrival. Communicate clearly and positively, actively listen to requests, respond appropriately, and offer accurate information regarding hotel services and outlet hours.

Facilitate the registration process by accurately entering and retrieving information from a computer system and registration forms, confirming essential details such as guest count and room preferences. Promote Millennium's marketing initiatives. Make suitable room selections based on guest requirements. Generate electronic keys and confirm room numbers and rates non-verbally. Distribute welcome packets containing room keys and explain amenities such as the automated mini-bar, non-smoking policies, and ice locations.

Verify and process credit card authorizations using electronic methods. Manage cash transactions, provide change, and balance an assigned cash drawer. Accept and document vouchers, traveler's checks, and various payment forms. Convert foreign currency at current exchange rates. Perform precise arithmetic calculations using a calculator. Charge guest rooms and house accounts via the Property Management System.

Answer phone calls promptly with clear and positive communication. Record messages in the computer system and relay them to guests. Retrieve mail, small packages, and faxes for guests upon request.

Adhere to established standards, including the Millennium second effort log and Millennium Culture Standards.

Maintain an accurate cash drawer and ensure error-free cash-out processes.

Conclude guest accounts at check-out and assess satisfaction levels. In cases of dissatisfaction, negotiate resolutions, which may involve authorizing revenue adjustments.

Stay composed and vigilant, especially during emergencies and peak hotel activity periods. Address complications such as room changes or credit card issues.

Handle guest complaints with thorough research to identify effective solutions and negotiate outcomes. Listen attentively and provide assistance to resolve issues like pricing disputes, inadequate climate control, noise disturbances, etc. Plan and execute detailed steps using sound judgment and discretion. Notify the Front Office Manager and Assistant Front Office Manager as necessary and follow up to ensure guest satisfaction.

ADDITIONAL RESPONSIBILITIES:

Keep immediate supervisors informed of any significant problems or unusual matters that arise, enabling timely corrective actions.

Qualifications

Education:

A combination of education and experience equivalent to high school graduation or other education, training, or experience that provides the necessary knowledge, skills, and abilities. A college degree is preferred.

Experience:

Previous experience in hospitality is preferred.

Additional Skills:

Proficiency in other languages is preferred.

About Millennium Hotels:

Millennium Hotels is committed to providing exceptional service and quality accommodations to our guests. We value our employees and offer a range of benefits to support their well-being and professional growth.

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