Reception and Guest Relations Specialist

1 week ago

Ithaca, New York, United States Twin Tier Hospitality Full time
Job Overview

Location
Twin Tier Hospitality

Employment Type
Full Time

Work Schedule
Day, Evening, and Night Shifts Available

Position Summary

The Guest Service Agent plays a vital role in ensuring guest satisfaction by efficiently managing check-in and check-out processes while addressing inquiries and resolving issues in a professional manner. This position is essential for maintaining high standards of customer service and operational compliance.

Key Responsibilities
  • Manage guest registrations and room assignments, accommodating special requests as feasible. (10%)
  • Pre-register guests, block reservations, and handle same-day bookings in accordance with hotel pricing structures and promotional strategies. (16%)
  • Facilitate guest check-ins and check-outs while adhering to cash handling and credit policies in a friendly and efficient manner. (50%)
  • Address customer complaints and assist with inquiries related to hotel services, events, local attractions, and safety measures. (21%)
  • Process cancellation of room reservations as per established procedures. (2%)
  • Assist guests with luggage and escort them to their rooms in a courteous manner, especially during peak times. (1%)
  • Provide comprehensive information about hotel facilities, including their locations and operational hours, while addressing any questions guests may have. (15%)
  • Manage luggage storage for guests, both for short-term and overnight stays. (15%)
Additional Responsibilities
  • Conduct inventory of guest room keys and request re-keying when necessary.
  • Support other roles such as Bell Person, PBX Operator, and Reservationist during busy periods or staff absences.
  • Verify registration details against the computer system to ensure accuracy.
Qualifications

Knowledge and Skills Required
  • Education: High school diploma or equivalent experience.
  • Experience: A minimum of three months to one year in a similar role within the hospitality industry.
  • Skills: Proficient understanding of front desk operations and hotel services, with a strong ability to operate computer systems and reservation software. Proficiency in English is required; knowledge of a second language is preferred.
Physical Requirements

Must be capable of lifting up to 60 lbs and pushing or pulling a minimum of 120 lbs, including various sizes of luggage and packages. The role involves continuous mobility, standing, and walking for the majority of the shift, with occasional stair climbing required.

Working Conditions
Regular interaction with guests and staff, requiring effective communication skills and the ability to manage multiple tasks in a dynamic environment. Protective clothing is not required, but familiarity with cleaning agents and equipment operation is necessary.

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