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Guest Services Representative

2 months ago

Los Angeles, California, United States Avion Hospitality Full time
Position Overview

As a Front Desk Agent, you will play a crucial role in providing exceptional service to our guests. Your primary responsibilities will include welcoming and registering guests, ensuring a pleasant stay, and managing the guest's account upon departure. Key duties encompass handling reservations, operating the hotel switchboard, and performing concierge tasks. Your goal is to deliver attentive, courteous, and efficient service, while maximizing room revenue and occupancy rates.

Qualifications & Experience
  • A High School diploma or equivalent is required; coursework in a related field is advantageous.
  • Previous experience in a hotel or similar environment is preferred.
  • A positive attitude and a strong desire to provide outstanding customer service are essential.
  • Ability to manage multiple tasks, pay attention to detail, and solve problems effectively.
  • Strong communication skills to convey information clearly.
  • Quick and accurate decision-making abilities are necessary.
  • Ability to perform well under pressure in a fast-paced environment.
  • Effective problem-solving skills, including anticipating and addressing issues proactively.
  • Strong listening skills to understand and clarify guest and coworker concerns.
  • Basic financial literacy and arithmetic skills are required.
  • Proficiency in reading, comprehending, and writing simple instructions and correspondence.
  • Logical reasoning skills to analyze problems and interpret information.
  • Familiarity with Microsoft Office suite is beneficial.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel services and products is a plus.
  • Ability to contribute to a positive work environment.
Key Responsibilities
  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Maintain a professional appearance and adhere to uniform standards.
  • Ensure regular attendance as per scheduling needs.
  • Follow company policies and standards to promote safe and efficient operations.
  • Greet and assist guests at the Front Desk, maintaining a warm and welcoming demeanor.
  • Operate the telephone switchboard effectively, meeting performance standards.
  • Handle guest inquiries and requests for information, mail, and messages with courtesy.
  • Provide information about hotel services, facilities, and local attractions.
  • Foster good communication and teamwork with colleagues across departments.
  • Stay informed about rates, packages, and special promotions.
  • Collect necessary information for room reservations and adhere to pricing protocols.
  • Understand and comply with hotel policies and hospitality terminology.
  • Assist in emergency procedures as needed.
  • Facilitate check-ins and check-outs in a friendly and efficient manner.
  • Operate the Front Desk computer system proficiently.
  • Manage the logging and delivery of packages, mail, and messages for guests.
  • Utilize proper communication etiquette when using two-way radios.
  • Deliver guest items such as luggage and amenities as requested.
  • Maintain up-to-date knowledge of hotel amenities and local events.
  • Perform additional duties as assigned, contributing to overall hotel cleanliness and safety.