Guest Services Representative

2 weeks ago

Gaithersburg, Maryland, United States Residence Inn Gaithersburg Full time

Compensation Type:
Hourly

Company Overview:

Residence Inn Gaithersburg is a leading establishment in the hospitality sector, recognized for its commitment to providing exceptional service and innovative solutions in the lodging industry. Our properties are strategically located in key markets, ensuring a premium experience for our guests.

Position Overview:
The Front Office Agent plays a crucial role in delivering attentive, courteous, and efficient service to all guests during their stay. This position is vital in maximizing room revenue and occupancy while ensuring guest satisfaction.

Key Responsibilities:

  • Respond to guest inquiries regarding local attractions, dining options, and transportation.
  • Adhere to all cash handling and credit policies.
  • Maintain awareness of current rates, packages, and special promotions.
  • Stay informed about in-house groups and their needs.
  • Recognize closed-out and restricted dates for reservations.
  • Gather necessary information for room reservations and follow established rate-quoting procedures.
  • Demonstrate familiarity with hospitality terminology.
  • Understand emergency procedures and assist as required.
  • Facilitate check-ins and checkouts in a friendly and efficient manner.
  • Utilize proper communication etiquette when interacting with team members.
  • Master all relevant aspects of the Front Desk computer system.
  • Complete all tasks and duties outlined in the shift checklist promptly.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports.
  • Prepare individual paperwork for shift closing in accordance with hotel standards.
  • Promote and maintain guest programs and promotions.
  • Ensure a clean and organized work area.
  • Assist guests with safe deposit box inquiries.

Qualifications:

  • Relevant college coursework is advantageous.
  • Prior experience in a hotel or related field is preferred.
  • A high school diploma or equivalent is required.
  • Proficiency in computer usage is necessary.
  • Experience in customer service is preferred.
  • Maintain a warm and welcoming demeanor at all times.
  • Effective verbal and written communication skills are essential.
  • Ability to listen, understand, and address concerns raised by guests and team members.
  • Strong multitasking and prioritization skills are required.
  • Approach all interactions with guests and colleagues in a friendly and service-oriented manner.
  • Regular attendance in compliance with hotel standards is expected.
  • Uphold high standards of personal appearance and grooming.
  • Comply with hotel standards and regulations to promote safe operations.
  • Maximize productivity and assist in identifying and resolving issues.
  • Effectively handle problems by anticipating and addressing them as necessary.
  • Ability to comprehend and apply complex information from various sources.
  • Willingness to cross-train in other hotel-related areas.
  • Maintain confidentiality of sensitive information.
  • Show initiative by anticipating guest and operational needs.
  • Perform additional duties as assigned by management.

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