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Guest Services Representative

2 months ago

Redondo Beach, California, United States Lodging Dynamics Full time
Company Overview:

Lodging Dynamics Hospitality Group is a leading operator of premium-brand hotels, recognized for excellence in service and guest satisfaction. Our commitment to quality and professionalism sets us apart in the hospitality industry.

Position Summary:

The Front Desk Agent plays a crucial role in ensuring a positive guest experience while maximizing revenue through effective check-in and check-out processes. This position requires a friendly demeanor, professionalism, and efficiency in handling various hotel services.

Key Responsibilities:
  • Manage guest reservations and collaborate with the reservation center.
  • Check guests into the hotel promptly and courteously, utilizing up-selling techniques to enhance room rates.
  • Maintain confidentiality of guest information with integrity.
  • Handle incoming calls and messages accurately, ensuring proper routing.
  • Support sales and marketing initiatives as directed by management.
  • Facilitate wake-up call requests and ensure timely execution.
  • Document essential guest information in the pass-on log.
  • Maintain cleanliness and organization of the continental breakfast area.
  • Ensure the lobby and common areas are tidy and welcoming.
  • Assist with laundry duties as required.
  • Process guest check-ins and check-outs, adhering to established payment procedures.
  • Answer phone inquiries in a friendly and efficient manner.
  • Promote hotel services and stay informed about local events and attractions.
  • Provide accurate information to guests regarding hotel amenities and nearby attractions.
  • Address guest concerns with creative problem-solving to ensure satisfaction.
  • Resolve minor complaints and escalate major issues to supervisors.
  • Respond promptly to guest requests and follow up to confirm satisfaction.
  • Complete daily administrative tasks, including cash handling and documentation.
  • Manage departmental financial transactions and maintain accurate records.
  • Balance cash drawer at the beginning and end of each shift.
  • Utilize communication tools such as phone, email, and fax effectively.
  • Exhibit a professional appearance and demeanor at all times.
  • Adhere to company policies and procedures.
Qualifications:
  • Less than a high school diploma; or 1-3 months of related experience and/or training; or an equivalent combination of education and experience.