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Guest Services Representative
2 months ago
Position Overview
Location
Texas Western Hospitality Group
Employment Type
Part Time
Role Summary
The Guest Services Representative is responsible for managing guest reservations and collaborating with the reservation center to ensure a seamless experience for all visitors.
This role involves checking guests into the hotel efficiently and courteously, utilizing up-selling techniques to enhance room rates. You will prepare for group arrivals and ensure VIP guests receive exceptional service.
Key responsibilities include greeting and registering guests, assigning rooms, and handling sensitive information with the utmost confidentiality.
Core Responsibilities
1. Answer and direct phone calls accurately, taking messages when necessary.
2. Support sales and marketing initiatives as directed by management.
3. Manage wake-up call requests and maintain the breakfast area to ensure cleanliness and availability.
4. Ensure the lobby and common areas are well-kept and presentable.
5. Process guest check-ins and check-outs, handling payments in accordance with established protocols.
6. Promote hotel amenities and stay informed about local events and attractions to assist guests effectively.
7. Arrange transportation for guests as needed and utilize creative problem-solving to address guest concerns, ensuring complete satisfaction.
8. Address minor guest complaints and escalate major issues to management as necessary, ensuring timely follow-up for guest satisfaction.
Administrative Duties
1. Complete daily paperwork, including cash handling and documentation of transactions.
2. Maintain accurate records of guest accounts and departmental finances, ensuring all charges are posted correctly.
3. Balance cash drawers at the beginning and end of each shift.
4. Utilize communication tools such as computers and telephones to transmit and receive messages efficiently.
5. Uphold a professional appearance and demeanor at all times, adhering to company policies and procedures.
Note:
Additional responsibilities may be assigned by management as needed.
