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Guest Services Representative

2 months ago

Richmond, Virginia, United States Best Western Plus Full time

Position Overview:

The Front Desk Agent serves as the primary point of contact for guests during their stay, collaborating with all hotel staff to ensure an exceptional guest experience.

Key Responsibilities:

  • Maintains an accurate record of room availability, reservations, and assignments.
  • Possesses a thorough understanding of the reservations process, handling both immediate and future bookings as required, including knowledge of cancellation policies.
  • Familiar with room configurations, types, and pricing.
  • Welcomes arriving guests and assigns accommodations accordingly.
  • Communicates room status updates to the housekeeping team, including check-outs, late check-outs, early check-ins, special requests, and part-day room usage.
  • Coordinates maintenance requests for guest rooms with the engineering department.
  • Utilizes effective sales techniques to promote room bookings and additional hotel services.
  • Stays informed about daily events and meetings occurring within the hotel.
  • Reports any unusual incidents or guest requests to management.
  • Handles guest complaints with professionalism and courtesy.
  • Facilitates guest check-outs and manages financial transactions.
  • Ensures the privacy of all guests is maintained.
  • Exhibits a high standard of professional appearance and conduct.
  • Performs additional tasks as assigned.

Qualifications:

  • High school diploma or equivalent is required.
  • Prior experience in a hotel environment is preferred.
  • Strong communication skills with the ability to interact professionally with guests, staff, and management.
  • Knowledge of local attractions and events is beneficial.
  • Understanding of credit policies, cash handling, and guest information security.
  • Ability to learn and apply safety and emergency procedures.
  • Proficient in the use of front office technology.
  • Familiarity with proper telephone etiquette.
  • Willingness to work a flexible schedule, including weekends and holidays.