Guest Services Representative

3 weeks ago

Roanoke Rapids, North Carolina, United States Lexima Full time


Lexima is seeking a dedicated Guest Services Representative for our Hilton Garden Inn location. This role is essential in delivering exceptional, courteous, and efficient service to all guests from the moment they arrive until their departure, while also optimizing room revenue and occupancy rates.

The selected candidate will manage all reservation inquiries and calls during their shift, and is expected to cultivate superior service skills in interactions with clients, guests, and colleagues.



Key Responsibilities:

  • Deliver attentive, courteous, and efficient service to all guests throughout their stay.
  • Facilitate check-ins and check-outs in a friendly and professional manner.
  • Address all guest requests, issues, complaints, and accidents at the front desk or via reservations promptly and courteously, ensuring follow-up for guest satisfaction.
  • Provide information regarding hotel services, amenities, and local attractions.
  • Ensure timely delivery of packages, mail, and messages to guests.
  • Adhere to all Lexima/Brand credit policies.
  • Stay informed about current rates, packages, and special promotions.
  • Maintain familiarity with in-house groups and be aware of closed-out and restricted dates.
  • Gather all necessary information for room reservations while adhering to rate quoting guidelines.
  • Comprehend and operate all relevant aspects of the front desk computer system.
  • Contribute to guest satisfaction surveys through dedicated service.
  • Exhibit strong phone etiquette and communication skills.
  • Utilize Lexima/brand selling guidelines during inquiry calls.
  • Achieve above-average performance in mystery call evaluations.
  • Follow up on waitlist reservations and manage suite inventory effectively.
  • Complete the shift responsibility checklist and maintain a clean and organized front office area.
  • Comply with Lexima/Brand compliance standards and regulations to promote safe and efficient hotel operations.
  • Participate in all-employee meetings, events, and functions as required by management.
  • Familiarize oneself with all Lexima/Brand policies and hotel rules, as well as industry terminology.
  • Develop a comprehensive understanding of hotel amenities and services.
  • Be prepared to assist in emergency procedures when necessary.
  • Communicate effectively with hotel staff using radios.
  • Ensure accurate cash handling at the front desk.
  • Perform any additional duties as assigned by management.

Qualifications:

  • Minimum of 1 year of experience in hotel front desk operations is required.
  • A high school diploma or equivalent is required; a degree in Hotel Management, Hospitality Management, or related fields is preferred.
  • Previous experience in hospitality is advantageous.
  • Knowledge of accounting principles is beneficial.
  • Experience with cash handling, accounting procedures, and general administrative tasks is necessary.
  • Ability to assimilate complex information and data from various sources to meet specific needs.
  • Effective problem-solving skills, including anticipation, prevention, identification, and resolution of workplace issues.
  • Ability to perform well in high-pressure situations.
  • Strong listening, understanding, and communication skills to address concerns raised by clients, guests, and co-workers.
  • Maintain composure and objectivity under pressure.
  • Effective oral and written communication skills are essential.
  • Availability to work weekends and holidays is required.
  • A valid driver's license is necessary.
  • Fluency in English is required.

Physical Requirements:

  • Frequent standing, walking, sitting, and using hands to handle or feel objects, tools, or controls.
  • Occasional lifting and/or moving up to 25 pounds.
  • Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Ability to stand for the duration of the shift.


Reasonable accommodations may be made to enable individuals with disabilities to perform the requirements of this position if such accommodations do not create an undue hardship for the company.

Lexima is an EEO employer - M/F/Vets/Disabled

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