Guest Services Representative

2 weeks ago

Big Creek, California, United States Sun Hill Properties Inc. Full time
Position Overview

Role Summary: The Front Desk Agent is responsible for providing exceptional service to guests, ensuring a smooth check-in and check-out process while adhering to established protocols.

Key Responsibilities:

  • Greet guests warmly and professionally, creating a welcoming atmosphere.
  • Assist guests with inquiries and provide knowledgeable recommendations to enhance their stay.
  • Collaborate with the Concierge and Bell staff to fulfill guest requests, including dining reservations and transportation arrangements.
  • Manage guest registrations, issue room keys, and inform guests about hotel amenities and room locations.
  • Maximize hotel revenue through effective room up-selling techniques.
  • Process all financial transactions accurately, including cash and credit card payments, while maintaining a secure cash drawer.
  • Oversee the issuance and management of guest safe-deposit boxes.
  • Communicate guest requests or concerns to management for timely resolution.
  • Handle guest complaints with professionalism, ensuring satisfactory service recovery.
  • Foster teamwork and quality service through effective communication with other departments.
  • Perform additional duties as assigned to uphold the standards of hospitality.

Qualifications:

A high school diploma or equivalent is required. Strong communication skills, familiarity with the local area, and a passion for customer service are essential. Previous experience in front desk operations or hospitality is preferred. Multilingual abilities are a plus.

Physical Requirements:

This role involves frequent standing, lifting, and handling various objects and equipment. Proficiency in using a keyboard for property management systems is necessary.

Essential Skills:

  • Excellent communication and interpersonal skills.
  • Strong reading, writing, and basic math abilities.
  • Problem-solving and motivational skills are crucial.
  • Availability to work flexible hours, including nights and weekends.

Safety and Grooming:

Personal Protective Equipment (PPE) may be required for certain tasks. All employees are expected to maintain a professional appearance in accordance with company standards.

Work Schedule:

The schedule will vary based on business needs, requiring flexibility for AM, PM, and holiday shifts.

This job description is intended to convey essential duties and responsibilities and does not encompass all tasks that may be assigned.

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