Guest Services Ambassador

2 months ago


San Francisco, California, United States Omni Hotels Full time
Job Summary

We are seeking a highly skilled and customer-focused Guest Services Representative to join our team at the Omni San Francisco Hotel. As a Guest Services Representative, you will be responsible for providing exceptional service to our guests, ensuring their stay with us is memorable and enjoyable.

Key Responsibilities
  • Guest Check-In and Check-Out: Process guest arrivals and departures according to our Moments of Service and Standard Operating Procedures.
  • Guest Communication: Empathetically listen to guest inquiries and provide accurate and helpful responses.
  • Account Management: Set up accurate accounts for each guest checking in, including room type, payment, and other preferences.
  • Room Management: Block rooms in the computer, pre-register designated guests, and prepare key packets.
  • Guest Information: Communicate pertinent guest information to designated departments and personnel.
  • Confidentiality: Maintain confidentiality of all guests and hotel information.
  • Attention to Detail: Employ attention to detail to ensure security of guest room access.
  • Accounting Standards: Understand and execute all Omni accounting standards to ensure accurate settlement of folios, routing of charges, and adjustments.
  • Guest History: Maintain guest history files on all guests.
  • Room Changes: Accommodate room changes expediently.
  • Guest Requests: Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation.
Requirements
  • Communication Skills: Ability to clearly and pleasantly communicate verbally and in writing in English with guests, management, and co-workers.
  • Technical Skills: Ability to accurately and efficiently input information into computer systems.
  • Teamwork: Ability to work cohesively with co-workers within and outside of your department.
  • Mathematical Skills: Ability to compute accurate mathematical calculations.
  • Problem-Solving: Ability to think clearly, quickly, and make concise decisions.
  • Time Management: Ability to prioritize, organize, and follow up.
  • Pressure Management: Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
  • Experience: Previous customer service experience required, hotel front desk experience preferred.
  • Availability: Open availability required.


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