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Guest Services Representative

2 months ago

Williamsburg, Virginia, United States Kingsmill Resort Full time
Position Summary: The primary role is to deliver outstanding customer service by welcoming and registering guests at check-in and throughout their stay, while managing payments and posting charges to guest accounts.

Key Responsibilities:
  • Foster positive relationships with guests at all times.
  • Adhere to all policies, procedures, and service standards.
  • Process guest registrations, ensuring accurate payment collection and finalizing accounts at checkout.
  • Allocate guest accommodations, issue keys, and ensure guest security in line with established guidelines.
  • Assist with reservations, including making, confirming, and canceling, while promoting and selling local activities.
  • Maintain comprehensive knowledge of all facilities, room types, operational hours, and activities to provide accurate information to guests.
  • Answer phone calls promptly, following proper etiquette and guidelines.
  • Record and relay messages accurately and in a timely manner.
  • Document guest issues and complaints, resolving them to ensure guest satisfaction.
  • Handle Lost and Found items according to established protocols.
  • Maintain knowledge of company equipment and keep the workspace organized.
  • Comply with all Front Desk policies and procedures.
  • Follow cash handling procedures and secure the cash bank consistently.
  • Post charges to guest accounts for services rendered.
  • Balance receipts and postings at the end of each shift.
  • Perform additional duties as required.
Qualifications:
  • Excellent interpersonal skills - must enjoy engaging with the public.
  • Strong verbal communication abilities.
  • Basic computer proficiency.
  • Sales aptitude.
  • Fundamental accounting knowledge.
  • Quick learner with the ability to follow instructions accurately.
  • Effective task prioritization and efficiency.
  • Ability to interact with diverse individuals and resolve issues.
  • Capability to work effectively under pressure.
  • Flexibility and adaptability to procedural changes.
  • Physical ability to lift and carry items up to 15 pounds.
  • Ability to stand for extended periods, up to eight hours.
  • Willingness to bend, stretch, and reach throughout the shift.
  • Availability to work various shifts, including days, nights, weekends, and holidays.