Guest Services Representative

1 week ago

Orlando, Florida, United States Renaissance by Marriott Orlando Airport Full time

Key Responsibilities

  • Provide exceptional service to every guest by creating a welcoming atmosphere, which includes greeting and acknowledging all guests, maintaining high standards, and demonstrating comprehensive product knowledge.
  • Empowered to ensure complete guest satisfaction, exhibiting hospitality and professionalism consistently, and taking pride in representing Renaissance by Marriott Orlando Airport with integrity in all guest interactions.
  • Understand and implement all safety and security protocols to ensure a secure environment for both guests and associates. In case of emergencies, seek medical assistance if needed and promptly inform management.
  • Foster positive relationships with all team members to cultivate a supportive work environment.
Essential Functions
  • Welcome guests promptly with a warm and sincere greeting. Maintain eye contact and use a clear, positive tone while listening to guest requests and responding appropriately.
  • Utilize operational and sales techniques to optimize occupancy rates and achieve the highest possible average rate, ensuring that all staff members do the same. Provide accurate information about hotel amenities and promote them effectively.
  • Manage cash handling according to accounting standards. Adhere to all financial procedures.
  • Maintain effective communication within the Front Office and with all hotel departments, staying informed about front office and general hotel operations.
  • Participate in scheduled meetings and keep management informed of any concerns or suggestions.
  • Follow safety, security, and emergency protocols, responding appropriately during emergencies and taking prompt action to rectify hazards. Adhere to security measures regarding guest room keys and protect guest information.
  • Operate front office telephone systems, computers, and other equipment efficiently.
  • Complete the registration process for guests promptly, inputting and retrieving information accurately, confirming details such as the number of guests, payment methods, and length of stay, and providing necessary documentation.
  • Verify and process credit card authorizations using electronic methods. Handle cash transactions, make change, and balance cash drawers. Accept and record various forms of payment, ensuring accurate posting of charges.
  • Answer phone calls promptly with a positive tone, inputting messages into the system and communicating them to guests as needed.
  • Address and resolve guest complaints and issues promptly, documenting solutions and informing management of all guest feedback.
Additional Responsibilities
  • Adhere to Company Standards of Service as outlined for Renaissance by Marriott.
  • Project a positive image of the hotel to the public at all times.
  • Perform all duties efficiently and in accordance with established company policies to meet the objectives of this role.
  • Treat guests, vendors, and colleagues with professionalism and respect.
  • Complete all required training as assigned.
  • Maintain a neat and professional appearance at all times.
  • Be flexible with work hours, including evenings, weekends, and holidays.
  • This job description does not restrict management's right to assign or reassign duties and responsibilities as needed.

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