Guest Services Representative

2 weeks ago

Temecula, California, United States Temecula Creek Inn Full time
Job Overview

Core Objective: The primary responsibility is to warmly welcome guests in a prompt and courteous manner. As the initial point of contact for many visitors, the Hotel Front Desk Agent is tasked with managing guest check-ins and check-outs, distributing room keys, addressing inquiries, and processing payments for hotel amenities.

Key Responsibilities:

  • Address and fulfill all guest inquiries and requests promptly and professionally.
  • Adhere to established protocols for managing Front Desk operations, including guest registration and room assignments; preparing group pre-registrations and key packets; managing room blocks and reservations; pre-registering VIPs and special guests; processing adjustments and check-outs; handling phone calls; managing cash and credit transactions; and overseeing mail and messages for guests.
  • Maintain comprehensive knowledge of hotel information to enhance revenue and guest satisfaction, including current special rates, room types and locations, and details about hotel amenities and services.
  • Actively encourage guests to utilize hotel services and facilities.
  • Stay informed about other properties and services offered by the organization.
  • Develop and maintain a thorough understanding of the local area to provide guests with information regarding local services, attractions, and points of interest.
  • Effectively resolve guest concerns, escalating to Front Desk management as necessary, and follow up to ensure guest satisfaction.
  • Be knowledgeable about guest billing processes and proactively reach out to guests regarding payment issues.
  • Be well-versed in hotel emergency protocols and provide calm, reassuring support to guests and colleagues during emergencies.
  • Oversee the cleanliness and appearance of the lobby and common areas, including the pool and fitness center, reporting any issues to management.
  • Coordinate with Housekeeping to ensure timely delivery of guest luggage and other requests.
  • Manage staffing levels in accordance with budgetary guidelines and operational needs.
  • Be aware of VIP arrivals and special requests, ensuring their proper handling.
  • Provide support for Front Desk, Reservations, and Sales teams as needed.
  • Assist Front Desk staff in resolving guest issues, referring to management when necessary.
  • Ensure compliance with credit transaction protocols and maintain accurate credit balances, reaching out to guests in case of declined transactions.
  • Follow safety regulations to protect guest valuables, promoting the use of in-room safes.
  • Encourage the upselling of additional services and facilities when appropriate.
  • Adhere to all policies and procedures set forth by the Front Desk department and the organization.
  • Report any suspicious activities or hazardous conditions immediately.
  • Maintain a clean and safe work environment at all times.
  • Practice safe work habits to prevent injury to oneself and others.
  • Comply with company and departmental safety regulations, including proper equipment handling.
  • Attend all mandatory meetings as required.
  • Perform additional tasks and cross-training as directed.

Qualifications:

Education & Experience: A high school diploma or equivalent is required. Fluency in English is essential. A minimum of one year of experience in a similar role at a comparable hotel is required. Strong basic math skills and some computer proficiency are necessary. Knowledge of professional telephone etiquette is expected.

Skills: Detail-oriented, organized, and efficient. Quick learner with a focus on safety. High standards for service quality. Diplomatic and composed under pressure. Excellent verbal communication skills. Friendly, professional demeanor. Strong team player with a customer service orientation. Capable of working independently with minimal supervision. Trustworthy and dependable.

Physical Requirements: Ability to stand and walk for extended periods. Must be able to bend, stoop, and reach to perform routine tasks. Frequent use of phones throughout the shift. Occasionally required to lift and move objects weighing up to 75 lbs. over short distances.

Temecula Creek Inn is an Equal Opportunity Employer M/F/V/D

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