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Guest Services Representative

2 months ago

Pittsburgh, Pennsylvania, United States IHG Full time

Position Overview:

As a vital member of our hospitality team, the Front Desk Agent plays a crucial role in delivering exceptional service to our guests. This position involves managing the check-in and check-out processes efficiently and professionally, ensuring a seamless experience for all visitors.

Key Responsibilities:

  • Greet guests warmly and professionally, ensuring a positive first impression.
  • Register guests and provide them with essential information regarding hotel amenities and room locations.
  • Handle incoming calls courteously and respond to inquiries in a timely manner.
  • Maximize hotel revenue by promoting room upgrades and additional services.
  • Process all financial transactions accurately, including cash and credit card payments, while adhering to established protocols.
  • Manage guest safe-deposit boxes, ensuring security and accessibility.
  • Address guest requests and concerns promptly, escalating issues to management when necessary.
  • Assist with booking reservations and processing cancellations or modifications as needed.
  • Foster teamwork and communication with other departments to enhance guest satisfaction.
  • Perform additional duties as assigned, including conducting guest room tours and fulfilling special requests.

Qualifications:

The ideal candidate will possess a high school diploma or equivalent, with at least one year of experience in front desk or guest services. Proficiency in English is required, and knowledge of additional languages is a plus.

Skills Required:

  • Ability to stand for extended periods and lift items weighing up to 50 pounds.
  • Proficient in using computer systems for property management and reservations.
  • Strong communication skills for effective interaction with guests and team members.
  • Basic math skills for handling transactions and financial reporting.
  • Problem-solving and organizational abilities to manage guest requests and service recovery.

Work Schedule:

This role may require flexibility to work evenings, weekends, and holidays as needed.

What We Offer:

In return for your dedication, we provide a competitive compensation package, including healthcare benefits, dental and vision coverage, life insurance, and a matching 401k plan. Enjoy hotel discounts globally and access to various discount programs while being part of a supportive team environment.

Equal Opportunity Employer:

We are proud to be an equal opportunity employer, welcoming applicants from diverse backgrounds.