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Guest Services Representative

2 months ago

New York, New York, United States Crosby Hotel LLC Full time
Job Overview

Position Summary:

The Guest Services Representative plays a crucial role in ensuring a memorable experience for guests by providing exceptional service at the front desk. This position involves welcoming guests, managing reservations, addressing inquiries, and processing check-ins and check-outs efficiently.

Key Responsibilities:

  • Greet all guests and visitors with warmth and professionalism as they arrive and depart.
  • Deliver outstanding hospitality by assisting guests during the check-in process and ensuring a smooth transition to their accommodations.
  • Accurately assign rooms while paying special attention to VIP guests and utilizing relevant guest data.
  • Safeguard the confidentiality of all guest information and hotel records.
  • Assist guests with their luggage in a courteous and efficient manner.
  • Conduct daily audits of guest reservations and correspondence.
  • Maintain a friendly and efficient atmosphere throughout the checkout process.
  • Address and resolve guest complaints or inquiries in accordance with company standards.
  • Handle hotel credit procedures discreetly and professionally.
  • Communicate effectively with the Assistant Front Office Manager and Front Office Manager, as well as with other hotel departments.
  • Ensure all filing is completed according to hotel protocols.
  • Record all reservations accurately at the front desk.
  • Follow proper handover procedures at the end of each shift.
  • Verify that all charges are posted correctly and that guests are billed accurately.
  • Count and balance assigned cash banks at the beginning and end of each shift.
  • Maintain security protocols for cash, property, and valuables in the reception area.
  • Ensure that all accounts reconcile with credit card transactions and that all allowances are documented properly.
  • Transfer accounts to sales with accurate information and appropriate documentation.
  • Adhere to the hotel’s security policies at all times.
  • Possess comprehensive knowledge of the hotel and its services.
  • Keep the workspace clean and organized.
  • Promote other services and amenities offered by the hotel.
  • Exemplify the core values of the company, including Attention to Detail, Enthusiasm, Passion, Relationships, and Resilience.
  • Perform any additional duties as required to ensure the efficient operation of the hotel.

Physical Requirements:

  • Ability to stand for an entire 8-hour shift, five days a week.
  • Capable of reading, reviewing, entering, and retrieving information from both digital and paper documents.
  • Proficient in using a computer keyboard, mouse, and telephone systems.
  • Effective communication skills, both written and verbal, for documenting activities.
  • Willingness to work a flexible schedule, including days, evenings, nights, weekends, and holidays.

Qualifications:

  • A high school diploma is required; hospitality training or certification, or a degree in hospitality is preferred.
  • Prior experience in reception or customer service, ideally in a luxury hotel setting.
  • Strong command of spoken and written English.
  • Professional telephone etiquette.
  • Ability to maintain composure under pressure.
  • Experience requiring a high level of attention to detail.

Employee Benefits:

  • Paid vacation, sick leave, and personal days.
  • Comprehensive health, dental, vision, and life insurance plans.
  • Commuter benefits.
  • Staff appreciation events and holiday parties.
  • In-house uniform cleaning services.
  • Complimentary meals during shifts.
  • Incentive programs at both departmental and company levels.