Guest Services Representative
2 weeks ago
Position Overview
Location
Texas Western Hospitality Group
Employment Type
Part Time
Role Summary
The Guest Services Representative is responsible for managing guest reservations and collaborating with the reservation center to ensure a seamless experience.
This role involves welcoming guests with a warm demeanor, efficiently checking them into the hotel, and utilizing up-selling techniques to enhance room rates. The representative will prepare for group arrivals and VIP check-ins, ensuring a smooth process.
Key responsibilities include:
- Greeting and registering guests promptly and courteously.
- Maintaining confidentiality of guest records with utmost integrity.
- Answering and directing calls accurately, while taking messages when necessary.
- Supporting sales and marketing initiatives as directed by management.
- Managing wake-up call requests and ensuring they are handled properly.
- Documenting important guest information in the pass-on log.
- Replenishing and maintaining cleanliness in the continental breakfast area.
- Ensuring the lobby and common areas are tidy and welcoming.
- Assisting with laundry tasks as needed.
- Processing guest check-ins and check-outs, including payment transactions in accordance with established protocols.
The representative will also:
- Promote hotel services and facilities, staying informed about upcoming events.
- Address guest inquiries regarding the property and local attractions.
- Coordinate transportation for guests when required.
- Utilize creative problem-solving skills to address guest concerns and ensure satisfaction.
- Resolve minor complaints effectively and escalate major issues to supervisors.
- Respond promptly to guest requests, ensuring follow-up for satisfaction.
- Complete daily administrative tasks, including cash handling and documentation of transactions.
- Maintain accurate records of guest accounts and financial transactions.
- Communicate messages using various office equipment.
- Present a professional image through appearance and demeanor.
- Adhere to company policies and procedures at all times.
Note:
Additional responsibilities may be assigned by management as needed.
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