Guest Services Representative

2 weeks ago


New Castle, Delaware, United States Embassy Suites by Hilton Newark Wilmington South Full time

We are seeking a motivated and customer-oriented Guest Services Representative to enhance our front desk operations. In this role, you will be the first point of contact for our guests, ensuring a warm welcome and a seamless check-in experience.

Your responsibilities will include managing guest accounts, addressing inquiries, and resolving any issues that may arise to guarantee a memorable stay for every visitor.


Key Responsibilities

Account Management:
Maintain accurate and current information for all hotel guest accounts.

  • Address customer concerns and complaints effectively.
  • Coordinate with housekeeping to confirm room readiness for incoming guests.
  • Facilitate the registration, check-in, and check-out processes, including issuing room keys and processing payment information.
  • Handle room reservations through various channels, including in-person, online, and via phone, while responding to guest inquiries regarding room availability, amenities, rates, special requests, and loyalty programs.

Qualifications

  • High school diploma or equivalent required.
  • Preferred experience of at least one year in the hospitality sector as a front desk agent or in a similar role.
  • Strong organizational, time management, and customer service skills.
  • Ability to manage phone communications and navigate challenging situations with ease.
  • Familiarity with Microsoft Office and reservation management software is advantageous.


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