Guest Services Representative

2 weeks ago

Houston, Texas, United States Oldham Goodwin Payroll LLC Full time

The Hotel Reception Specialist warmly welcomes and assists visitors. This role involves managing guest check-ins and check-outs, ensuring a seamless experience for all patrons.

KEY RESPONSIBILITIES

  • Provide a friendly and genuine greeting, as well as a heartfelt farewell, expressing gratitude and inviting guests to return.
  • Efficiently manage the check-in and check-out processes for guests.
  • Anticipate guest needs and strive to exceed their expectations.
  • Handle cash and credit transactions with precision.
  • Communicate effectively with guests to address their needs.
  • Respond to guest inquiries and resolve complaints both in person and over the phone.
  • Operate hotel computer systems proficiently.
  • Acquire comprehensive knowledge of hotel staff, services, operational hours, room rates, amenities, and the surrounding area.
  • Monitor room availability, pricing strategies, discounts, and loyalty program benefits.
  • Coordinate work orders efficiently.
  • Perform various clerical tasks as required, including filing, photocopying, and organizing documents.
  • Answer incoming calls, ascertain the purpose of the callers, and direct them to the appropriate personnel or department.
  • Retrieve and forward messages from voicemail to the relevant staff.
  • Complete additional tasks as assigned.
QUALIFICATIONS

To excel in this position, candidates must successfully fulfill each essential duty. The qualifications listed below represent the necessary knowledge, skills, and abilities. Reasonable accommodations may be provided to enable individuals with disabilities to perform essential functions.

Education and Experience:
  • High school diploma or equivalent (GED).
  • Ability to prioritize tasks and manage multiple responsibilities in high-pressure environments.
  • Preferred experience of three years in a Marriott/Fosse, Hilton, or upscale hotel brand.
Communication Skills:

Ability to read and interpret documents such as safety guidelines, operating instructions, and procedural manuals. Capable of writing routine reports and correspondence. Proficient in speaking effectively before groups of customers or employees.
Bilingual in Mandarin is preferred.

Mathematical Skills:

Ability to perform basic arithmetic operations, including addition, subtraction, multiplication, and division. Competent in calculating rates, ratios, and percentages, as well as interpreting bar graphs.

Reasoning Ability:

Ability to apply common sense to follow instructions provided in written, oral, or diagram form. Capable of addressing problems involving multiple concrete variables in standardized situations.

Computer Skills:

Proficient in Microsoft Office Suite.

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