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Guest Services Representative

2 months ago

Lancaster, Pennsylvania, United States Eden Resort & Suites Full time
Guest Services Representative Job Overview

The Guest Services Representatives play a crucial role in ensuring that our guests at Eden Resort & Suites receive exceptional service throughout their stay. This position is dedicated to fostering a welcoming atmosphere for visitors through superior interactions, concierge assistance, administrative tasks, and various other responsibilities.

As the initial point of contact, you will embody the spirit of hospitality, engaging with guests and addressing their needs effectively.

Availability to work on weekends or holidays may be required.

Key Responsibilities
  • Warmly welcome guests and deliver exemplary customer service.
  • Maintain a prominent presence at the reception area.
  • Facilitate the check-in and check-out processes for guests.
  • Assist guests with inquiries such as dining suggestions or navigation assistance.
  • Handle incoming calls and route them appropriately.
  • Manage reservations via telephone.
  • Process payments in accordance with established guidelines.
  • Review operational reports to ensure accurate task completion.
  • Monitor guest credit limits and secure additional payments when necessary.
  • Respond to guest inquiries and messages through online platforms.
  • Swiftly resolve guest concerns.
  • Prepare and disseminate necessary communications.
  • Keep the reception area and lobby tidy and organized.
  • Relay guest requests to relevant team members.
  • Assist with various tasks as directed by management.
Qualifications
  • Outstanding communication abilities.
  • Capability to thrive in a team environment and under pressure.
  • Commitment to delivering exceptional service in all circumstances.
  • A minimum of one year of experience in customer service.
  • Familiarity with Microsoft Office Suite and property management software.