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Guest Services Representative
2 months ago
Position Overview:
Guest Services Representatives play a crucial role in welcoming and registering guests, ensuring exceptional service throughout their stay, and managing the guest's account upon departure.
Key Responsibilities:
1. Welcome guests and manage the registration process, including making and adjusting reservations.
2. Perform hotel operator and concierge functions, providing attentive and courteous service to all guests before and during their stay, while optimizing room revenue and occupancy rates.
3. Maintain a friendly and professional demeanor in all interactions with guests and colleagues.
Qualifications:
- High School diploma or equivalent is required; coursework in a related field is advantageous.
- Previous experience in hospitality or a similar environment is preferred.
- A positive attitude and a commitment to delivering outstanding customer service are essential.
- Ability to manage multiple tasks, pay attention to detail, and solve problems effectively to address the needs of both internal and external customers.
- Strong communication skills to convey information clearly and effectively.
- Quick and accurate decision-making abilities in high-pressure situations.
- Proficient in handling workplace challenges, including anticipating, identifying, and resolving issues as they arise.
- Active listening skills to understand and clarify concerns raised by guests and team members.
- Basic financial literacy and arithmetic skills for handling transactions.
- Competence in reading, comprehending, and drafting simple instructions and correspondence.
- Logical reasoning skills to analyze problems, gather information, and draw valid conclusions.
- Familiarity with Microsoft Office Suite is required.
- Flexibility to work varied schedules, including evenings, weekends, and holidays.
- Understanding of hotel services and guest offerings is beneficial.
- Ability to contribute to a positive work environment.
Core Duties:
1. Approach all guest interactions with a service-oriented mindset.
2. Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag.
3. Maintain regular attendance in accordance with company standards, adapting to the hotel's scheduling needs.
4. Greet and assist all guests at the Front Desk, ensuring a warm and welcoming atmosphere.
5. Operate the telephone switchboard efficiently, meeting all performance standards.
6. Address requests for information, mail, and messages promptly and courteously.
7. Respond to guest inquiries regarding hotel services, facilities, and operational hours.
8. Provide information about local attractions, dining options, and entertainment.
9. Foster effective communication and teamwork with fellow associates and other hotel departments.
10. Stay informed about rates, packages, and special promotions; be aware of in-house groups and restricted dates.
11. Collect necessary information for room reservations and follow established procedures for quoting rates.
12. Familiarize yourself with company policies and hospitality terminology.
13. Assist in emergency procedures as required.
14. Conduct check-ins and check-outs in a friendly and efficient manner.
15. Operate all relevant aspects of the Front Desk computer system competently.
16. Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms.
17. Use proper radio etiquette when communicating with other associates.
18. Deliver guest items such as luggage, newspapers, and requested amenities as needed.
19. Maintain an up-to-date knowledge of property amenities, special events, and local attractions.
20. Perform additional duties as assigned, which may include assisting colleagues in other hotel areas and ensuring cleanliness and safety throughout the property.
Company Overview:
Residence Bismarck North is dedicated to providing exceptional hospitality experiences. Our team is passionate about serving guests and achieving outstanding results, thriving in a culture that inspires excellence.
Benefits:
Eligible full-time employees can enjoy a competitive benefits package, including:
- Daily Pay options available.
- Comprehensive Medical, Dental, and Vision Coverage.
- Short-Term and Long-Term Disability Income.
- Life Insurance and Accidental Death & Dismemberment Insurance.
- Paid Time Off.
- Employee Assistance Program.
- 401k Retirement Plan.
