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Guest Services Representative

2 months ago

Norwalk, Connecticut, United States Madison Resorts Full time

Location: Madison Resorts is situated in a picturesque area, perfect for hosting events and providing a serene getaway.

Overview:

The Front Desk Agent serves as the primary point of contact for guests, ensuring a seamless experience from arrival to departure. This role involves collaboration with various hotel departments to guarantee exceptional service for all visitors.

Key Responsibilities:

  • Understand and comply with established hotel policies and procedures.
  • Ensure all guest interactions are positive and welcoming.
  • Maintain accurate records of room availability, reservations, and assignments.
  • Handle same-day and future reservations, while being knowledgeable about cancellation policies.
  • Complete daily operational checklists.
  • Familiarize oneself with room types, locations, and rates.
  • Check in arriving guests and allocate rooms accordingly.
  • Coordinate with housekeeping to manage room status updates, including check-outs and special requests.
  • Work with maintenance to address any guest room issues.
  • Utilize effective sales techniques to promote room upgrades.
  • Stay informed about daily events and activities within the resort.
  • Report any unusual incidents or guest requests to management.
  • Address and resolve guest complaints with professionalism.
  • Process guest check-outs and manage financial transactions.
  • Ensure guest confidentiality and privacy at all times.
  • Maintain a polished and professional appearance.
  • Perform additional duties as assigned.
Qualifications:
  • High school diploma or equivalent preferred.
  • Experience with hotel management software is highly desirable.
  • Strong communication skills with guests and staff.
  • Familiarity with local attractions and events.
  • Understanding of credit and cash handling procedures.
  • Ability to learn safety and emergency protocols.
  • Proficient in using front office technology.
  • Knowledge of proper telephone etiquette.
Note:

This job description is not exhaustive and may be subject to change. Management reserves the right to modify duties as necessary. Madison Resorts is an Equal Opportunity Employer and encourages open discussions regarding accommodations for qualified individuals.