Guest Service Representative
3 days ago
The Guest Service Representative is responsible for providing exceptional customer service to hotel guests, responding to their requests and needs in a timely and courteous manner.
Key Responsibilities- Answer incoming telephone calls and respond to guest inquiries in a professional and friendly manner.
- Provide information and services to guests at the front desk, including making reservations and modifications as needed.
- Coordinate check-in and check-out procedures, ensuring a smooth and efficient experience for guests.
- Maintain guest privacy and safety by not sharing confidential information.
- Document guest information and room status in the front desk notebook.
- Assist the sales team with pre-registration and blocking of rooms for groups.
- Adhere to proper credit, check cashing, and cash-handling policies and procedures.
- Track room status to ensure guests are assigned to vacant ready rooms.
- Share accurate information regarding rooms, amenities, and hotel rules.
- Use suggestive selling techniques to promote hotel services and amenities.
- Coordinate room status updates with the housekeeping department.
- Process mail, packages, and message handling with care.
- Attend department meetings and communicate with other departments as needed.
- Hotel guest services experience preferred.
- Customer service experience required.
- Ability to reason and make appropriate decisions in response to guest concerns.
All associates are expected to embody the values listed below with everyone they encounter and to support the company mission to Develop Prosperous, Lasting Relationships.
- RESPECTFUL
- ADAPTIVE
- SERVICE
- ACCOUNTABLE
- UNIFIED
- DEDICATED
The Guest Service Representative will work in a fast-paced hotel environment, requiring prolonged periods of standing at the front desk, frequent walking, and occasional lifting of up to 25 pounds.
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