Guest Services Representative

2 weeks ago

Atlanta, Georgia, United States Residence Inn Atlanta Downtown Defunct Full time

Compensation Type:
Hourly

Company Overview:
Residence Inn Atlanta Downtown is a distinguished establishment in the hospitality sector, known for its commitment to providing exceptional service and creating memorable experiences for our guests. Our property is strategically located in a vibrant area, catering to both business and leisure travelers.

Position Overview:
The Front Office Agent plays a crucial role in delivering attentive, courteous, and efficient service to all guests during their stay. This position is vital in maximizing room revenue and occupancy while ensuring guest satisfaction.

Key Responsibilities:

  • Respond to guest inquiries regarding local attractions, dining options, and transportation.
  • Adhere to all cash handling and credit policies to ensure financial accuracy.
  • Stay informed about current rates, packages, and special promotions.
  • Maintain familiarity with in-house groups and events.
  • Monitor closed-out and restricted dates for room availability.
  • Gather necessary information for room reservations and follow established rate-quoting procedures.
  • Utilize hospitality terminology effectively.
  • Understand emergency procedures and assist as necessary.
  • Manage check-ins and checkouts with a friendly and efficient approach.
  • Communicate with team members using proper radio etiquette.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Complete all tasks and duties on the shift checklist promptly.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports.
  • Prepare and balance individual paperwork for shift closure according to hotel standards.
  • Promote and maintain guest programs and special promotions.
  • Ensure a clean and organized work area.
  • Assist guests with safe deposit box services.

Qualifications:

  • College coursework in a related field is beneficial.
  • Prior experience in a hotel or similar environment is preferred.
  • A high school diploma or equivalent is required.
  • Proficiency in computer systems is necessary.
  • Experience in customer service is advantageous.
  • Maintain a warm and welcoming demeanor at all times.
  • Ability to communicate effectively, both verbally and in writing, with guests and colleagues.
  • Strong listening skills to understand and address concerns raised by guests and staff.
  • Capability to multitask and prioritize responsibilities to meet deadlines.
  • Approach all interactions with guests and employees in a friendly and service-oriented manner.
  • Regular attendance is expected in accordance with hotel standards.
  • Uphold high standards of personal appearance and grooming.
  • Comply with hotel standards and regulations to promote safe and efficient operations.
  • Focus on productivity and assist in identifying and resolving issues.
  • Effectively handle problems, including anticipating and preventing potential concerns.
  • Ability to interpret and apply complex information from various sources.
  • Willingness to cross-train in other hotel-related areas.
  • Maintain confidentiality of sensitive information.
  • Show initiative by anticipating guest and operational needs.
  • Perform additional duties as assigned by management.

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