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Guest Services Representative

2 months ago

Asheville, North Carolina, United States Omni Hotels Full time

Position Overview:

As a vital member of the Omni Hotels team, the Front Desk Agent plays a crucial role in delivering an exceptional guest experience. This position is centered around providing a warm and welcoming atmosphere for all visitors, ensuring their stay is both comfortable and memorable.

Key Responsibilities:

  • Manage guest check-ins and check-outs in accordance with established service standards.
  • Actively listen to guest inquiries and provide appropriate and timely responses.
  • Create accurate guest accounts based on individual preferences, including room type and payment methods.
  • Prepare and block rooms in the system while adhering to specific requirements.
  • Pre-register guests and organize key packets for a seamless arrival experience.
  • Communicate essential guest information to relevant departments to fulfill special requests and amenities.
  • Uphold the confidentiality of all guest and hotel information.
  • Ensure security of guest room access through meticulous attention to detail.
  • Execute all accounting standards accurately, ensuring proper settlement of accounts and adjustments.
  • Maintain comprehensive guest history files for personalized service.
  • Facilitate room changes promptly as needed.
  • Document guest requests, complaints, or issues immediately, notifying the appropriate personnel for resolution.
  • Manage safe deposit box issuance and ensure the security of keys.
  • Oversee the distribution of guest faxes and other communications.
  • Generate and disseminate daily and weekly operational reports.
  • Resolve any discrepancies in room status reports with the housekeeping team.
  • Maintain thorough knowledge of hotel features, services, room types, rates, and promotions at all times.

Qualifications:

  • Availability for weekends, holidays, mornings, and evenings.
  • Previous experience in customer service is preferred.
  • Strong verbal and written communication skills in English.
  • Proficient in accurately entering information into computer systems.
  • Ability to collaborate effectively with colleagues across departments.
  • Competence in performing accurate mathematical calculations.
  • Capability to think clearly and make informed decisions under pressure.
  • Strong organizational skills with the ability to prioritize tasks.
  • Ability to manage high volumes of arrivals and departures efficiently.