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Guest Service Representative
2 months ago
About the Role:
Pacifica Hotels is seeking a highly skilled and customer-focused Guest Service Representative to join our team. As a key member of our front office team, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.
Key Responsibilities:
- Adhere to Pacifica Hotels' Pure Stay guidelines to ensure the health, safety, and comfort of our team members and guests.
- Maintain a friendly, cheerful, and courteous demeanor at all times, while providing personalized service to hotel guests.
- Communicate effectively with guests and fellow team members.
- Greet arriving guests and complete established check-in procedures on a daily basis to ensure guests are fully satisfied.
- Facilitate guest departures on a daily basis by following established procedures to close guest accounts and determine future room availability.
- Regularly calculate and/or post monies, receipts, guest accounts, and other forms of credit using proper cash handling methods and established procedures to present the guest with accurate hotel charges upon check-out.
- Courteously answer inquiries and accept reservations, both in person and over the phone, by utilizing Pacifica Hotels' reservation guidelines.
- Maintain good guest relations by keeping abreast of all in-house and area functions to answer questions and concerns with timely and knowledgeable responses in person and on the phone.
- Operate the PBX equipment by accepting incoming calls and assisting outgoing calls, setting wake-up calls, and communicating to guests to ensure timely and efficient service.
- Control cash and credit transactions at the front desk and maintain complete responsibility for personal bank as specified by hotel policy.
- Process all guest mail, messages, and faxes by receiving, sorting, notifying, and distributing to mailboxes and to guests to ensure the information is received by guests in a timely manner.
- Contribute to and maintain established information and communication sources such as department and front desk logbooks to enhance department communications and operations.
- Provide assistance to other team members and departments to contribute to the best overall performance of the department and hotel.
- Perform other duties as assigned, requested, or deemed necessary by management.
Benefits:
Pacifica Hotels offers a comprehensive benefits package, including medical, dental, and vision insurance, 401(k), vacation and sick leave, and a team member travel program. We also encourage quarterly team building and giving back to the communities in which we work through regular volunteering and select charity promotions throughout the year.
