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Guest Services Representative

2 months ago

Louisville, Kentucky, United States Seelbach Hilton Full time

Position Overview

The Front Desk Agent plays a crucial role in creating a welcoming atmosphere for guests at Seelbach Hilton. This position requires a friendly demeanor and the ability to communicate effectively with guests to ensure their needs are met.

Key Responsibilities

  1. Welcome guests with a warm and genuine greeting, utilizing a positive and articulate speaking voice.
  2. Process guest registrations efficiently, ensuring all necessary information is accurately entered into the system.
  3. Confirm essential details such as guest count, duration of stay, and room rates, while selecting appropriate accommodations based on guest preferences.
  4. Manage electronic key coding and provide guests with welcome packets that include room keys and relevant information.
  5. Handle financial transactions, including credit card verification and cash handling, while maintaining an organized cash drawer.
  6. Facilitate the checkout process, ensuring guest accounts are settled and feedback is collected to enhance service quality.
  7. Respond promptly to phone inquiries, taking messages and relaying information to guests as needed.
  8. Address guest complaints with patience and professionalism, striving to resolve issues effectively.
  9. Maintain composure during busy periods and emergency situations, demonstrating sound judgment and discretion.

Supportive Functions

In addition to the essential duties, the Front Desk Agent may also assist with:

  • Coordinating bell service for guest room escorting.
  • Providing safety deposit box services.
  • Operating office equipment such as fax machines and photocopiers.

Work Environment

This role requires flexibility in scheduling to meet the demands of the hospitality industry. Regular attendance and adherence to company policies are essential for success in this position.

Qualifications

A high school diploma is required, with prior experience in hospitality preferred. Candidates should possess strong communication skills and the ability to manage multiple tasks efficiently.