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Guest Services Representative

2 months ago

Roseburg, Oregon, United States Super 8 Full time
Job Overview

Position Summary

The Front Desk Agent plays a crucial role in ensuring a welcoming and efficient experience for guests. This position involves greeting and registering guests, delivering exceptional service throughout their stay, and managing the settlement of accounts upon departure. Key responsibilities include guest registration, reservation management, operating the hotel switchboard, and performing concierge duties. The ideal candidate will provide attentive, courteous, and efficient service to all guests before and during their stay, while optimizing room revenue and occupancy rates.

Qualifications & Experience

  • High School diploma or equivalent is required; relevant college coursework is advantageous.
  • Prior experience in a hotel or related field is preferred.
  • A positive demeanor and a commitment to outstanding customer service are essential.
  • Ability to manage multiple tasks, pay attention to detail, and solve problems effectively.
  • Strong communication skills to convey information clearly.
  • Quick and accurate decision-making abilities.
  • Capability to perform well under pressure in a fast-paced environment.
  • Effective problem-solving skills to address workplace challenges.
  • Active listening skills to understand and clarify issues raised by guests and colleagues.
  • Basic financial literacy and arithmetic skills.
  • Proficiency in Microsoft Office suite is beneficial.
  • Flexibility to work varied schedules, including evenings, weekends, and holidays.
  • Understanding of hotel products and guest services.
  • Ability to contribute to a positive work atmosphere.

Employee Benefits

Benefits are available after the introductory period for full-time associates (30+ hours/week):

  • Paid Time Off (PTO) in accordance with state requirements.
  • Paid Vacation after one year of service.
  • Eligibility for Medical, Dental, and Vision insurance.
  • Team member benefits from Super 8.

For part-time associates:

  • Paid Time Off (PTO) in accordance with state requirements.
  • Team member benefits from Super 8.

Key Responsibilities

  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming, adhering to uniform policies.
  • Ensure regular attendance as per scheduling requirements.
  • Comply with company policies and regulations to promote safe and efficient operations.
  • Greet and welcome all guests at the Front Desk in a warm and friendly manner.
  • Operate the telephone switchboard effectively, meeting performance standards.
  • Handle guest inquiries and requests for information, mail, and messages courteously.
  • Provide information about hotel services, facilities, and local attractions.
  • Foster good communication and teamwork with fellow associates and departments.
  • Stay informed about rates, packages, and special promotions.
  • Gather necessary information for room reservations and follow procedures.
  • Be knowledgeable about company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Manage check-ins and check-outs in a friendly and efficient manner.
  • Utilize the Front Desk computer system proficiently.
  • Log and deliver packages, mail, and messages to guests as needed.
  • Deliver guest items such as luggage and amenities as requested.
  • Maintain knowledge of property amenities and local events.
  • Perform additional duties as assigned, including supporting coworkers and maintaining cleanliness.

General Information

This job description serves as a guideline and may not encompass all responsibilities. Management reserves the right to modify this job description as necessary.