Guest Services Representative

2 weeks ago


Richmond, Virginia, United States Best Western Plus Full time

Position Overview:

The Front Desk Agent serves as the primary point of contact for guests during their stay, ensuring a seamless and enjoyable experience by collaborating with various hotel departments to deliver exceptional service.

Key Responsibilities:

  • Maintains an accurate record of room availability, reservations, and assignments.
  • Possesses comprehensive knowledge of the reservations system, handling both immediate and future bookings as required, including understanding cancellation policies.
  • Familiar with room configurations, types, and pricing.
  • Welcomes guests upon arrival and efficiently assigns accommodations.
  • Coordinates with housekeeping to update room statuses, including check-outs, late check-outs, early arrivals, special requests, and partial-day room usage.
  • Facilitates guest room maintenance requests with the engineering team.
  • Utilizes effective sales techniques to promote room bookings and additional hotel services.
  • Stays informed about daily events and activities occurring within the hotel.
  • Reports any irregularities or special requests to management.
  • Handles guest complaints with professionalism and courtesy, ensuring resolution.
  • Processes guest departures and manages financial transactions.
  • Upholds guest confidentiality and privacy.
  • Maintains a polished and professional appearance at all times.
  • Performs additional duties as assigned.

Qualifications:

  • High school diploma or equivalent required.
  • Prior experience in a hotel environment is preferred.
  • Strong communication skills with the ability to interact professionally with guests and staff.
  • Familiarity with local attractions and events.
  • Understanding of credit, cash handling, and security protocols.
  • Ability to learn and apply safety and emergency procedures.
  • Proficient in using front office technology.
  • Knowledge of proper telephone communication etiquette.
  • Willingness to work a flexible schedule, including weekends and holidays.


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