Guest Services Representative
1 week ago
Position Title: Front Desk Agent
Objective: To deliver exceptional service in a courteous, professional, and efficient manner, primarily focusing on the check-in and check-out processes that enhance the overall guest experience.
Key Responsibilities:
- Welcome, register, and allocate rooms to guests. Provide room keys and escort instructions to the Bell staff or directly to guests as necessary, ensuring privacy regarding room numbers.
- Respond to inquiries regarding hotel amenities, guest registration, and local shopping, dining, entertainment, and travel directions.
- Maintain accurate records of room availability and guest accounts. May assist in making, confirming, and canceling reservations for guests.
- Calculate bills, collect payments, and provide change to guests. May record charges for room, food, beverages, or telephone services manually or electronically.
- Date-stamp, categorize, and organize incoming mail and messages. Facilitate communication through various devices such as telephones, faxes, and switchboards.
- Understand and uphold the hotel’s credit policies. Ensure accountability for all cash transactions and perform deposits in line with hotel and corporate regulations.
- Proactively greet guests in a friendly and welcoming manner.
- If serving in a supervisory role: (a) oversee assigned staff in the absence of the Supervisor, (b) delegate tasks, and ensure proper execution of duties by assigned personnel.
- May assist guests with restaurant, transportation, or entertainment bookings; may secure guests' valuables in the hotel safe or safe-deposit box; may arrange complimentary items for special occasions.
Additional responsibilities may be assigned as needed.
Required Skills:
- Articulate clearly and listen attentively.
- Utilize personal judgment and specialized knowledge to provide information effectively.
- Engage well with a diverse range of individuals.
- Adapt seamlessly between various tasks such as typing, interviewing, searching directories, and using telecommunication devices.
- Demonstrate precision with visual and manual tasks while operating a switchboard or computer keyboard.
Qualifications:
Education:
High School Diploma or equivalent.
Experience:
A minimum of 3 months in hospitality, general office, accounts receivable, or customer service roles.
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