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Guest Services Representative

2 months ago

Jacksonville, Florida, United States Noble Suites Jacksonville Full time
Job Overview

The Guest Services Representative plays a crucial role in delivering exceptional front desk service to visitors, ensuring that all guest transactions are handled efficiently and accurately.

This position involves welcoming guests, facilitating their check-in and check-out processes, managing room assignments, issuing room keys/cards, and maintaining communication through messages. The representative also keeps detailed records of occupied rooms and guest accounts, manages reservations, and collects payments from departing guests.

It is essential to provide service that is consistently prompt and courteous, meeting high standards of quality to enhance guest satisfaction and encourage repeat visits.

Additional responsibilities include maintaining cleanliness in the lobby and public restrooms, assisting with laundry duties, and supporting other staff in preparing rooms for new guests.

In emergency situations, the representative must respond promptly to ensure guest safety and security.

Key Responsibilities:

  • Organize and manage all guest check-ins/check-outs, room reservations, requests, modifications, and cancellations.
  • Process payments and verify billing details, ensuring accuracy in guest charges.
  • Stay informed about hotel policies regarding rates, discounts, and special offers.
  • Maintain proficiency in hotel management software and systems.
  • Provide guests with room keys and detailed information about room features and hotel amenities.
  • Keep accurate records of room availability and guest accounts.
  • Perform bookkeeping tasks, including generating reports and updating guest folios.
  • Document guest feedback and direct any issues to management as needed.
  • Coordinate with housekeeping and maintenance teams to address guest-reported issues.
  • Maintain cleanliness in common areas, including hallways and restrooms, adhering to hotel standards.
  • Assist with guest check-in and check-out as directed by management.
  • Ensure storage areas are organized and safe.
  • Support colleagues in their duties to maintain a high level of guest service.
  • Oversee the cleanliness of the lobby and entrances, including snow removal and maintenance of emergency exits.
  • Assist in laundry operations, including loading and unloading machines.
  • Report major repair needs to management or maintenance staff.
  • Manage inventory to ensure the hotel is well-stocked with necessary supplies.
  • Act as Manager-on-Duty in the absence of the General Manager or Lead Guest Services Representative.
  • Prepare housekeeping schedules for room cleaning.
  • Inspect and stock housekeeping carts for readiness.
  • Ensure rooms are prepared for guest arrivals.
  • Perform other duties as assigned.

Required Skills and Qualifications:

  • High school diploma or equivalent.
  • 1-5 years of experience in guest services within a hotel environment is preferred.
  • Proficient computer skills for data entry and information retrieval.
  • Professional appearance and demeanor are essential.
  • Ability to handle challenging situations with patience and a friendly attitude.
  • Flexible scheduling is required.

Physical Requirements:

This role involves physical demands that may include standing, walking, sitting, and handling various objects. Reasonable accommodations may be made for individuals with disabilities.

  • Occasional lifting and carrying of items weighing up to 50 lbs.
  • Frequent bending, kneeling, and repetitive movements.
  • Exposure to various environmental conditions, including cleaning chemicals and outdoor weather.