Guest Service Representative

2 weeks ago

Columbus, Ohio, United States Le Meridien Columbus, The Joseph Full time
Job Title: Guest Service Agent

Join the Le Meridien Columbus, The Joseph team as a Guest Service Agent and provide exceptional service to our guests. As a key member of our front desk team, you will be responsible for ensuring a seamless and memorable experience for our guests.

Responsibilities:
  • Provide attentive and courteous service to guests during check-in, throughout their stay, and at checkout.
  • Maximize room revenue and occupancy by effectively managing room assignments and rates.
  • Answer guest inquiries regarding restaurants, transportation, entertainment, and other local attractions.
  • Follow all cash handling and credit policies to ensure accurate and secure transactions.
  • Be aware of all rates, packages, and special promotions to provide guests with the best options.
  • Be familiar with all in-house groups and their specific needs.
  • Be aware of closed-out and restricted dates to avoid overbooking.
  • Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
  • Be familiar with hospitality terminology and emergency procedures.
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Use proper two-way radio etiquette when communicating with other employees.
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system.
  • Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
  • Balance and prepare individual paperwork for closing of shift according to hotel standards.
  • Maintain and market promotions and guest programs.
  • Maintain a clean work area.
  • Assist guests with safe deposit boxes.
Qualifications:
  • College coursework in a related field is helpful.
  • Experience in a hotel or related field is preferred.
  • High School diploma or equivalent is required.
  • Computer experience is required.
  • Customer Service experience is preferred.
  • Maintain a warm and friendly demeanor at all times.
  • Effectively communicate verbally and in writing with all levels of employees and guests.
  • Listen to, understand, and clarify concerns raised by employees and guests.
  • Multitask and prioritize departmental functions to meet deadlines.
  • Approach all encounters with guests and employees in an attentive, friendly, courteous, and service-oriented manner.
  • Maintain regular attendance in compliance with Highgate Hotel Standards.
  • Maintain high standards of personal appearance and grooming.
  • Comply with Highgate Hotel Standards and regulations to encourage safe and efficient hotel operations.
  • Maximize efforts towards productivity and identify problem areas to implement solutions.
  • Effectively handle problems, including anticipating, preventing, identifying, and solving problems as necessary.
  • Understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
  • Cross-train in other hotel-related areas.
  • Maintain confidentiality of information.
  • Show initiative, including anticipating guest or operational needs.
  • Perform other duties as requested by management.

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