Overnight Guest Relations Specialist
2 weeks ago
We are seeking a dedicated individual to fulfill a structured schedule comprising two night audit shifts and three evening shifts, acting as the primary point of contact for our guests and overseeing all facets of their stay. The schedule includes working from 3 PM to 11 PM from Tuesday to Thursday, with night audit responsibilities from 11 PM to 7 AM on Friday and Saturday. The role encompasses a variety of responsibilities including guest registration, reservation management, and providing comprehensive information regarding our accommodations.
Key Responsibilities
- Execute all check-in and check-out procedures efficiently.
- Handle online and telephone reservations with precision.
- Communicate payment options to guests and verify credit card information.
- Register guests, collecting essential details such as contact information and stay dates.
- Greet guests upon arrival and allocate rooms accordingly.
- Provide detailed information about the hotel, including available rooms, pricing, and amenities.
- Address client complaints promptly and professionally.
- Coordinate with housekeeping to ensure all rooms meet cleanliness and readiness standards.
- Confirm group bookings and arrange tailored services for VIP guests and event participants.
- Enroll guests in loyalty programs and recognize members as per brand guidelines.
- Promote additional services and facilities when suitable.
- Maintain accurate records of reservations and payments.
- Prepare nightly audit reports as required.
Required Skills
- Previous experience as a Hotel Front Desk Agent, Receptionist, or in a similar capacity.
- Familiarity with travel booking platforms, such as Booking.com and TripAdvisor.
- Strong customer service orientation.
- Exceptional communication and organizational abilities.
- Experience with Choice Advantage is a significant advantage.
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