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Guest Services Representative
2 months ago
Position: Hotel Front Desk Associate
Role Summary:
We are in search of a dedicated and customer-focused individual to fill the role of Hotel Front Desk Associate. This position is vital for ensuring seamless operations and providing outstanding service to our guests. The ideal candidate should be professional, dependable, and possess strong communication and problem-solving abilities. Evening and overnight shifts are part of this role.
Key Responsibilities:
1. Welcome guests with a friendly and warm attitude, ensuring a positive initial experience.
2. Deliver efficient and tailored check-in and check-out services, including payment processing and room key issuance.
3. Manage incoming phone calls, directing them to the correct department or taking messages as needed.
4. Address guest inquiries, requests, and complaints promptly and professionally, ensuring their satisfaction.
5. Maintain comprehensive knowledge of hotel amenities, services, and local attractions to provide accurate information to guests.
6. Accommodate special guest requests, such as room upgrades, special amenities, or transportation arrangements.
7. Accurately process and manage reservations, cancellations, and modifications.
8. Reconcile financial transactions, including cash and credit card payments, at the end of each shift.
9. Prepare and distribute reports, such as occupancy reports and revenue summaries, to management and other departments.
10. Conduct night audit responsibilities, ensuring the accuracy of guest accounts and completing end-of-day tasks.
11. Uphold the safety and security of guests and hotel property by enforcing appropriate policies and procedures.
12. Collaborate with housekeeping, maintenance, and other hotel staff to resolve issues and enhance guest experiences.
13. Perform administrative tasks, including filing and photocopying, as required.
Qualifications:
1. High school diploma or equivalent required; further education in hospitality or a related field is advantageous.
2. Previous experience in a hotel front desk or customer service role is preferred.
3. Familiarity with hotel property management systems (PMS) and night audit procedures is beneficial.
4. Strong computer skills, particularly in MS Office (Word, Excel, Outlook).
5. Excellent communication and interpersonal skills, maintaining a friendly and professional demeanor.
6. Ability to excel in a fast-paced and high-pressure environment.
7. Exceptional organizational and multitasking skills.
8. Detail-oriented with strong problem-solving capabilities.
9. Ability to work independently and collaboratively, with a willingness to learn and adapt.
10. Flexibility to work evenings, overnight shifts, weekends, and holidays as needed.
We provide competitive compensation packages and opportunities for advancement in a dynamic hospitality environment. If you are enthusiastic about delivering exceptional customer service and thrive in a fast-paced setting, we encourage you to consider this opportunity.
