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Guest Services Representative

2 months ago

College Station, Texas, United States Oldham Goodwin Payroll LLC Full time

The Guest Services Representative is responsible for welcoming and assisting guests throughout their stay. This role involves managing guest check-ins and check-outs, ensuring a seamless experience while delivering exceptional service.

KEY RESPONSIBILITIES

  • Provide a warm and genuine welcome to guests, along with a courteous farewell, expressing gratitude and inviting them to return.
  • Efficiently manage the check-in and check-out processes for guests.
  • Anticipate guest needs and strive to exceed their expectations.
  • Handle cash and credit transactions accurately.
  • Communicate effectively with guests to address their needs.
  • Respond to guest inquiries and resolve complaints both in person and over the phone.
  • Utilize hotel computer systems proficiently.
  • Develop a comprehensive understanding of hotel services, staff, hours of operation, room rates, amenities, and local attractions.
  • Monitor room availability and implement selling strategies, discounts, and loyalty program benefits.
  • Coordinate work orders and communicate with relevant departments.
  • Perform various clerical tasks as needed, including filing, photocopying, and organizing documents.
  • Answer incoming calls, assess the purpose of the calls, and direct them to the appropriate personnel or department.
  • Retrieve and forward messages from voicemail to the appropriate staff.
  • Carry out additional duties as assigned.
QUALIFICATIONS

To succeed in this role, candidates must demonstrate the ability to perform each essential duty effectively. The following qualifications are representative of the knowledge, skills, and abilities required:

Education and Experience:
  • High school diploma or equivalent; or up to three months of related experience and/or training; or a combination of education and experience.
  • Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
  • Previous experience in hospitality is preferred but not mandatory.
Communication Skills:

Ability to read and interpret documents such as safety guidelines, operating instructions, and procedural manuals. Proficient in writing routine reports and correspondence. Capable of effectively speaking before groups of customers or employees.

Mathematical Skills:

Ability to perform basic mathematical operations including addition, subtraction, multiplication, and division. Competence in calculating rates, ratios, and percentages, as well as interpreting bar graphs.

Reasoning Ability:

Ability to apply common sense to follow instructions provided in written, oral, or diagrammatic form. Capable of addressing problems involving multiple concrete variables in standardized situations.

Computer Skills:

Proficient in using Microsoft Office Suite.