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Guest Relations Specialist

2 months ago

Roanoke, Virginia, United States Libertytrusthotel Full time

Hotel Front Office Associate

Job Overview:

As the initial point of interaction for our visitors, the Front Office Associate role represents the hotel’s image. This position entails managing reservations, facilitating guest check-ins and check-outs, directing phone inquiries, and addressing guest inquiries and issues. Exceptional interpersonal communication skills and a friendly demeanor are essential for success in this service-oriented role. Additionally, this position involves cash handling responsibilities.

Key Responsibilities:

  • Manage incoming calls, including taking reservations and directing inquiries as necessary.
  • Greet guests upon arrival and act as the primary liaison between guests and the hotel.
  • Process guest check-ins and registrations, ensuring accurate collection of contact information and confirmation of stay dates, while assigning appropriate rooms and issuing keys.
  • Facilitate guest check-outs, ensuring accurate payment processing.
  • Verify the accuracy of all credits issued and document reasons for discrepancies.
  • Monitor the Property Management System for errors and rectify as required.
  • Review cancellations from the previous day to ensure compliance with cancellation policies and document any discrepancies.
  • Oversee new bookings from the previous day, reviewing comments and noting any irregularities.
  • Assign rooms, prepare keys, and print registration documents as needed.
  • Note any special requests from arriving guests and ensure they are fulfilled.
  • Review guest records for in-house guests for any notes or discrepancies.
  • Address guest requests promptly and efficiently.
  • Provide guests with local information, restaurant suggestions, directions, and other concierge services.
  • Communicate promptly with housekeeping regarding the status of guest rooms.
  • Promote hotel services and upsell guest accommodations.
  • Ensure the cash drawer is balanced at the start and end of each shift.
  • Maintain and implement a sanitation schedule for keys, pens, workstations, and lobby touchpoints.
  • Perform additional duties as assigned, with the understanding that responsibilities may evolve.

Required Skills and Qualifications:

  • Familiarity with local attractions, dining options, and shopping venues.
  • Outstanding verbal and written communication abilities.
  • Exceptional interpersonal and customer service skills.
  • Strong organizational capabilities.
  • Attention to detail.
  • Analytical and problem-solving aptitude.
  • Ability to prioritize tasks effectively.
  • Capacity to thrive in a fast-paced and occasionally stressful environment.

Education and Experience:

A high school diploma or equivalent is required. A minimum of two years of experience in customer service is preferred.

Physical Requirements:

  • Ability to stand for extended periods at the front desk.
  • Capability to assist guests with luggage and navigate stairs.
  • Ability to walk throughout the property.
  • Physical capacity to twist, bend, and reach.
  • Ability to lift items weighing up to 25 pounds.

We offer competitive compensation and benefits, including health, dental, and vision insurance, along with a 401(k) plan. We are an equal opportunity employer and maintain a drug-free workplace. This position may require work during weekends, evenings, and holidays.

We are committed to providing equal opportunity without regard to race, color, national origin, religion, sex, age, marital status, or disability.