Guest Services Representative

2 weeks ago

Reno, Nevada, United States Meruelo Group Full time
*Candidates must be 16 years or older to apply
PRIMARY RESPONSIBILITIES include the following. Additional tasks may be assigned.
  • Coordinate, confirm, and manage guest arrivals and departures while accommodating any changes.
  • Process payments, ensuring accuracy and making adjustments as necessary.
  • Handle various tasks such as answering phone calls, maintaining a cash register, and operating office machinery.
  • Utilize the computer system for booking reservations, checking in and out guests, and processing transactions.
  • Stay informed about all hotel amenities and local attractions to effectively address guest inquiries.
  • Deliver exceptional service by anticipating, actively listening, and promptly responding to guest needs.
  • Record and reconcile room charges to guest accounts to maintain accuracy at all times.
  • Ensure the safety of guests and the hotel by being knowledgeable about all safety, security, and emergency protocols.
  • Swiftly address guest service requests and complaints to meet and exceed expectations.
  • Complete financial reports and end-of-shift cash counts securely.
  • Maintain constant communication with both internal and external clients to provide outstanding guest service, collaborating with various hotel departments as needed.
  • Report any emergencies, lost items, or thefts to the appropriate security personnel or authorities.
QUALIFICATIONS

Prior experience in hotel reservations is required. A minimum of 6 months in a guest service role is essential. At least 2 years of practical experience, or a combination of education, training, or experience that equips the candidate with the necessary knowledge, skills, and abilities.

EDUCATION

Any combination of education, training, or experience that provides the required knowledge, skills, and abilities.

LANGUAGE SKILLS

Strong communication skills, both written and verbal. Must possess interpersonal skills to interact effectively with business contacts and employees at all levels. Attention to detail and strong presentation skills are essential.

Results-oriented, hands-on professional capable of effectively engaging with customers and staff. Must be adept at resolving conflicts in a diplomatic and tactful manner.

MATHEMATICAL SKILLS

Ability to perform basic arithmetic operations, including addition, subtraction, multiplication, and division. Competence in calculating rates, ratios, percentages, and interpreting graphical data.

REASONING ABILITY

Ability to identify problems, gather information, establish facts, and draw valid conclusions through sound judgment. Ability to interpret and follow a variety of instructions presented in written, oral, diagram, or schedule form.

OTHER QUALIFICATIONS

Must be at least 16 years of age. Proficiency in Microsoft Office Suite: Word, PowerPoint, Publisher, Outlook; advanced skills in Excel are preferred. Flexibility to work various shifts, including holidays, nights, weekends, and overtime as required by business needs. Familiarity with hotel management systems is advantageous.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this position, the employee must maintain physical stamina and a positive mental attitude to work effectively in a fast-paced environment. Regular requirements include sitting, standing, walking, and moving throughout the facility; speaking and hearing; and using hands for various tasks. Occasional lifting and moving of up to 25 pounds may be necessary. Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

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