Guest Services Representative

2 weeks ago

Richmond, Texas, United States Home2 Rosenberg SugarLand Full time

Position Overview:

The Guest Services Representative plays a vital role in ensuring a welcoming atmosphere for all visitors. This position involves registering guests, providing exceptional service throughout their stay, and managing the guest's account upon departure. Key duties include welcoming guests, handling reservations, and performing concierge tasks while ensuring a high level of customer satisfaction.

Key Qualifications:

  • High School diploma or equivalent; relevant college coursework is advantageous.
  • Prior experience in hospitality or a related sector is preferred.
  • Exhibit a positive demeanor and a strong commitment to delivering excellent customer service.
  • Ability to manage multiple tasks, pay attention to detail, and solve problems effectively.
  • Strong communication skills to convey information clearly.
  • Quick decision-making abilities with a focus on accuracy.
  • Capability to perform well under pressure.
  • Proficient in identifying and resolving workplace issues proactively.
  • Strong listening skills to understand and address concerns raised by guests and colleagues.
  • Basic financial literacy and arithmetic skills.
  • Competence in reading, comprehending, and writing simple instructions and correspondence.
  • Logical thinking to analyze problems and gather relevant information.
  • Familiarity with Microsoft Office applications.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel services and guest offerings.
  • Ability to contribute to a positive work environment.

Core Responsibilities:

  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Maintain a professional appearance and adhere to uniform standards.
  • Ensure consistent attendance in accordance with company policies.
  • Follow all operational guidelines to promote safe and efficient hotel practices.
  • Greet and assist guests at the Front Desk, ensuring a warm and inviting experience.
  • Oversee the telephone switchboard and meet performance standards.
  • Respond to guest inquiries regarding hotel services and local attractions.
  • Communicate effectively with team members and other departments.
  • Stay informed about rates, packages, and special promotions.
  • Gather necessary information for room reservations and follow established procedures.
  • Understand and adhere to hotel policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Facilitate check-ins and check-outs efficiently and courteously.
  • Utilize the Front Desk computer system proficiently.
  • Manage the delivery of packages, mail, and messages to guests.
  • Utilize proper communication etiquette with colleagues.
  • Deliver guest items as requested, ensuring satisfaction.
  • Maintain knowledge of hotel amenities and local events.
  • Perform additional duties as assigned, contributing to overall hotel operations.

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