Guest Services Representative
3 weeks ago
STARTING WAGE: $16.57 PER HOUR
POSITION SUMMARY:
The Guest Services Representative is responsible for welcoming guests, managing room assignments, and ensuring a smooth check-in and check-out process. This role emphasizes delivering exceptional customer service to foster a positive experience and encourage future visits.
KEY RESPONSIBILITIES:
- Welcome guests upon arrival, assign rooms, issue keys, and coordinate services with the bell staff, concierge, and housekeeping in a courteous manner.
- Maintain accurate guest accounts reflecting all charges, including room service and phone usage.
- Calculate final bills and process payments efficiently.
- Handle incoming calls from guests and may take room service orders as necessary.
- Manage email communications related to bookings, reservations, and transportation.
- Address guest concerns, complaints, or suggestions promptly, escalating to the Front Desk Supervisor when needed to ensure superior service.
- Collaborate with the Front Desk Supervisor regarding supply levels and inventory management.
- Respond promptly to all guest requests and inquiries regarding hotel services and amenities.
- Safeguard guests' valuables by securing them in a safe deposit box.
- Adhere to all departmental policies and procedures.
- May assist as a Reservation Agent or PBX operator when required.
- Promote a clean, safe, and welcoming environment for both guests and staff.
- Stay informed about hotel promotions, upcoming events, and local attractions.
- Continuously strive to enhance guest satisfaction by addressing concerns or referring them to the Supervisor.
- Perform other related duties as assigned.
POSITION QUALIFICATIONS:
To excel in this role, candidates must demonstrate the ability to perform essential duties effectively. The following skills and attributes are essential:
- Building Trust: Interact with guests in a manner that instills confidence in both personal and organizational intentions.
- Stress Management: Maintain composure under pressure and handle stress in a professional manner.
- Decision Making: Analyze issues and opportunities, drawing conclusions from various data sources to make informed decisions.
- Proactive Approach: Take initiative to achieve objectives and exceed expectations.
- Collaborative Relationships: Foster cooperative relationships to facilitate the achievement of work goals.
EDUCATION:
A High School Diploma or GED is preferred.
TRAINING AND EXPERIENCE:
A minimum of 1 year experience as a Hotel Front Desk Clerk is preferred, along with a background in sales.
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