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Guest Experience Specialist

2 months ago

Orlando, Florida, United States Vista Host Full time

Job Summary

Vista Host is seeking a highly skilled and customer-focused Guest Services Representative to join our team. As a key member of our front desk staff, you will be responsible for providing exceptional service to our guests, ensuring their stay is comfortable and accommodating.

Key Responsibilities

  • Provide top-notch customer service to all hotel guests, exceeding their expectations and achieving team and brand goals.
  • Perform quality assurance requirements for the front desk department, ensuring high standards are met.
  • Ensure compliance with all policies, procedures, and regulations related to personnel, security, cash handling, guest relations, and safety.
  • Remain highly visible and accessible to guests at all times, taking initiative to offer assistance or answer questions throughout the hotel.
  • Manage guest complaints, ensuring superior guest satisfaction and documenting all requests, complaints, or problems immediately.
  • Greet, register, and assign rooms to guests in a warm and friendly manner, suggesting rooms and upselling when possible.
  • Answer inquiries about the hotel and its amenities, local food, area attractions, and provide travel directions.
  • Accurately check out guests and communicate departures with housekeeping staff.
  • Make, confirm, and cancel reservations via telephone, computer, and in writing.
  • Answer and route internal and external phone calls in an articulate and friendly manner.
  • Update the shift-to-shift log regularly and accurately to ensure proper communication between shifts.
  • Maintain the cleanliness and organization of the hotel lobby, coffee stations, and front desk area.

Requirements

  • Must be able to communicate in English both written and verbally.
  • Must be able to stand for long periods of time.
  • Must be able to lift 20 lbs.