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Guest Services Representative

2 months ago

Saint Charles, Missouri, United States Q Full time
Job Summary

The Guest Services Agent is responsible for providing exceptional, attentive, and courteous service to all guests during check-in, throughout their stay, and at checkout. This role will work collaboratively with other service teams to maintain a customer-focused environment that allows our guests to have a positive experience at Q Center.

Key Responsibilities
  • Provide friendly, efficient, and courteous service to guests during check-in, throughout their stay, and at checkout.
  • Work with other service teams to maintain a customer-focused environment.
  • Assist guests with inquiries about services, facilities, and hours of operation.
  • Ensure proper operation of the Call Center and adherence to Q Center standards.
  • Perform and complete Front Desk assigned duties, including cross-training in other areas of the front office as needed.
  • Answer guest inquiries about restaurants, transportation, entertainment, and other services.
  • Follow all cash handling and credit policies, collect payment, and make changes for guests.
  • Be aware of all rates, packages, and special activities.
  • Be familiar with hospitality terminology and emergency procedures.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Use proper two-way radio etiquette when communicating with other employees.
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system.
  • Balance and prepare individual paperwork for closing of shift according to Q Center standards.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes.
  • Ensure overall guest satisfaction and safety is achieved.
Requirements
  • High School diploma or equivalent and/or experience in a related field required.
  • Proficient in Microsoft Office applications, including Word, Excel, and PowerPoint, required.
  • Experience using Multi-Functional Printer preferred.
  • Customer service experience required.
  • Strong communication skills, both written and verbal, required.
Physical Requirements
  • Flexible and long hours sometimes required.
  • Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Ability to stand during entire shift.
Fundamental Requirements
  • Employees must, at all times, be attentive, friendly, helpful, and courteous to all guests and fellow employees.
  • Greet and welcome all guests approaching the Front Desk in accordance with Q Center standards.
  • Understand proper operation of the Call Center operation and ensure that all standards are met.
  • Answer guest inquiries about services, facilities, and hours of operation in a timely manner.
  • Ensure following of correct process of package delivery, mail, and messages to guest rooms as well as meeting rooms.
  • Perform and complete Front Desk assigned duties; cross-train in other areas of the front office as needed.
  • Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
  • Follow all cash handling and credit policies; collect payment and make changes for guests.
  • Be aware of all rates, packages, and special activities as listed in specific document of each category.
  • Be familiar with all in-house groups; most notably VIP guests and their needs.
  • Be aware of closed out and restricted dates.
  • Obtain all necessary information when creating a room reservation by understanding the guidelines given for each specific scenario.
  • Be familiar with hospitality terminology.
  • Have knowledge of emergency procedures and assist as needed.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Use proper two-way radio etiquette at all times when communicating with other employees.
  • Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
  • Balance and prepare individual paperwork for closing of shift according to Q Center standards.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes.
  • Ensure overall guest satisfaction and safety is achieved.