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Guest Services Representative

2 months ago

Orlando, Florida, United States Renaissance by Marriott Orlando Airport Full time

Key Responsibilities

  • Delivers exceptional guest experiences by fostering a welcoming atmosphere, greeting each visitor warmly, and maintaining high service standards.
  • Empowered to ensure complete guest satisfaction, demonstrating hospitality and professionalism consistently, while representing Renaissance by Marriott Orlando Airport with pride.
  • Adheres to all safety and security protocols to ensure a secure environment for both guests and staff. In emergencies, provides immediate assistance and notifies management as necessary.
  • Builds positive relationships with all team members to promote a collaborative and supportive workplace.

Essential Functions

  • Warmly welcomes guests upon arrival, maintaining eye contact and using a friendly tone. Listens attentively to guest inquiries and responds appropriately.
  • Utilizes operational strategies to optimize occupancy rates and enhance revenue, ensuring that all staff are aligned with these goals. Provides accurate information about hotel amenities and services.
  • Manages cash transactions in accordance with accounting standards, ensuring compliance with all financial procedures.
  • Facilitates effective communication within the Front Office and across departments, staying informed about hotel operations and guest needs.
  • Participates in scheduled meetings, sharing insights and addressing any concerns with management.
  • Follows safety and emergency protocols, responding effectively to any incidents and addressing potential hazards promptly.
  • Operates front office technology, including telephones and computer systems, efficiently.
  • Completes the guest registration process promptly, verifying essential details such as payment methods and stay duration, and providing room keys and relevant information.
  • Processes credit card transactions and manages cash handling accurately, adhering to established payment procedures.
  • Answers phone calls with a positive demeanor, taking messages and relaying information to guests as needed.
  • Actively listens to guest feedback and resolves issues promptly, documenting solutions and keeping management informed of any significant complaints.

Additional Responsibilities

  • Adheres to Renaissance by Marriott's service standards at all times.
  • Projects a positive image of the hotel to guests and the public.
  • Completes all assigned training and responsibilities efficiently, in line with company policies.
  • Treats all guests, vendors, and colleagues with respect and professionalism.
  • Maintains a neat and professional appearance at all times.
  • Must be flexible with work hours, including evenings, weekends, and holidays.
  • This job description does not limit management's ability to assign or reassign duties as necessary.