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Guest Services Representative

2 months ago

Lancaster, Pennsylvania, United States Eden Resort & Suites Full time
Guest Services Representative Job Overview

The Guest Services Representatives play a crucial role in ensuring exceptional service for our guests at Eden Resort & Suites. This position emphasizes creating a welcoming atmosphere through effective communication, concierge assistance, administrative tasks, and other designated responsibilities.

As the first point of contact, you will engage with guests, addressing their needs and enhancing their experience.

Availability to work during weekends or holidays may be required.

Key Responsibilities
  • Warmly welcome guests and deliver exemplary customer service.
  • Maintain a prominent presence at the reception area.
  • Facilitate the check-in and check-out processes for guests.
  • Assist guests with inquiries such as dining suggestions or navigation assistance.
  • Handle incoming calls and route them appropriately.
  • Process reservations via telephone.
  • Collect payments in accordance with established guidelines.
  • Review operational reports to ensure tasks are completed accurately.
  • Monitor credit limits and request additional payments when necessary.
  • Respond to guest inquiries and messages through online platforms.
  • Address and resolve guest concerns in a timely manner.
  • Prepare and distribute necessary communications.
  • Keep the workspace and lobby area tidy and organized.
  • Communicate guest requests effectively to the team.
  • Assist with various tasks as assigned by management.
Qualifications
  • Outstanding communication abilities.
  • Capability to thrive in a team environment and manage pressure effectively.
  • Commitment to providing excellent service in all circumstances.
  • A minimum of one year of experience in customer service.
  • Familiarity with Microsoft Office Suite and property management software.