Guest Services Representative

1 week ago

Norwalk, Connecticut, United States Madison Resorts Full time

Location: Madison Resorts is situated in a picturesque area, providing an ideal setting for memorable experiences.

Overview:

The Guest Services Representative serves as the primary point of contact for guests during their stay, ensuring that every interaction reflects the high standards of hospitality that Madison Resorts is known for.

Key Responsibilities:

  • Understand and comply with established company policies and procedures.
  • Ensure all guest interactions are positive and welcoming.
  • Maintain accurate records of room availability, reservations, and assignments.
  • Possess knowledge of the reservations system, including handling same-day and future bookings, as well as cancellation policies.
  • Complete daily operational checklists efficiently.
  • Be familiar with room types, locations, and associated rates.
  • Register incoming guests and allocate rooms accordingly.
  • Communicate room status updates with housekeeping to ensure smooth operations.
  • Coordinate maintenance requests for guest rooms with the maintenance team.
  • Utilize effective sales techniques to promote room upgrades.
  • Stay informed about daily activities and events occurring at the resort.
  • Report any unusual incidents or guest requests to management.
  • Handle guest complaints professionally and courteously.
  • Process guest check-outs and manage financial transactions.
  • Ensure guest privacy is maintained at all times.
  • Exhibit a high level of professionalism in appearance and behavior.
  • Perform additional duties as assigned.
Qualifications:
  • High school diploma or equivalent preferred.
  • Experience with hospitality management systems is highly desirable.
  • Strong communication skills with the ability to interact professionally with guests and staff.
  • Familiarity with local attractions and events.
  • Understanding of financial policies, including credit and cash handling procedures.
  • Ability to learn and apply safety and emergency protocols.
  • Proficient in the use of front office technology.
  • Knowledge of proper telephone etiquette.
Note:

This description is not an exhaustive list of all responsibilities, skills, duties, requirements, or working conditions associated with the position. Management reserves the right to modify the job as necessary.

Madison Resorts is an Equal Opportunity Employer and is committed to providing reasonable accommodations to qualified individuals in accordance with applicable laws.

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