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Guest Services Coordinator

2 months ago

Norwalk, Connecticut, United States RMS Construction LLC Full time
Job Overview

Position: Front Desk Agent

Role Summary

The Front Desk Agent is essential in ensuring a seamless and pleasant experience for guests during their stay. This role involves managing check-ins and check-outs efficiently while providing exceptional customer service as part of the hospitality team.

Key Responsibilities:

  • Facilitate effective communication with colleagues, suppliers, and guests.
  • Exhibit a friendly demeanor and address all service inquiries and requests.
  • Uphold the safety and security of guests and hotel property by adhering to established protocols.
  • Handle payment transactions for services rendered and cater to various guest needs throughout their visit.
  • Maintain a professional appearance and demeanor in all interactions.
  • Process guest check-ins and check-outs in a courteous and efficient manner.
  • Manage reservations and accommodate special requests as needed.
  • Provide guests with information about hotel amenities, local attractions, and operational hours.
  • Collaborate with team members to fulfill guest requirements effectively.
  • Deliver prompt and courteous telephone services.
  • Respond to incoming calls and emails with accurate information.
  • Prepare for daily arrivals and create room keys for guests.
  • Manage wake-up call requests for guests.
  • Work closely with other departments to ensure comprehensive guest services.
  • Address guest complaints with empathy and direct them to the appropriate supervisor.
  • Process credit transactions in accordance with hotel policies.
  • Provide information to guests regarding bookings, hotel services, and local entertainment options.
  • Verify guest reservation status and duration of stay.
  • Assist guests in completing registration forms and assign rooms while accommodating special requests.
  • Confirm payment methods and adhere to credit-checking procedures.
  • Follow all cash handling and credit card authorization guidelines.
  • Stay informed about current rates, packages, and promotional offers.
  • Be knowledgeable about emergency procedures and provide assistance as necessary.
  • Promote and maintain guest programs and special offers.
  • Keep the front desk area and lobby clean and organized.
  • Assist guests with safe deposit box inquiries and requests.
  • Notify Maintenance and Management of any issues promptly and submit maintenance requests as needed.

Qualifications:

  • High school diploma or equivalent required.
  • Minimum of two years of experience in customer service.
  • Proficient with computer systems and software.
  • Ability to handle sensitive guest information with confidentiality.