Guest Services Representative

1 week ago

Colorado Springs, Colorado, United States Garden of the Gods Resort and Club Full time
Position Overview

The Guest Services Representative plays a crucial role in providing exceptional service to guests and members, addressing inquiries through various communication channels, managing arrivals and departures, and facilitating reservations and cancellations with professionalism and efficiency.

Key Responsibilities:
  • Execute check-in and check-out processes in alignment with established hotel protocols.
  • Possess proficiency in Property Management Systems, including Jonas and Kipsu.
  • Understand the complete reservation process as per property guidelines.
  • Handle incoming calls with promptness and courtesy, ensuring a welcoming experience.
  • Conduct pre-arrival and mid-stay follow-up calls to enhance guest satisfaction.
  • Manage all financial transactions, including posting charges and closing shifts accurately.
  • Maintain up-to-date event information and daily postings.
  • Relay guest inquiries and requests to relevant departments, ensuring timely follow-up.
  • Demonstrate knowledge of hotel amenities and services to assist guests effectively.
  • Understand pricing strategies and room availability to optimize sales.
  • Be familiar with the resort's credit policies and billing procedures.
  • Process all reservation-related communications from various sources.
  • Document necessary alerts and comments to ensure guest preferences are met.
  • Assist in managing reservations for hotel facilities and services.
  • Exhibit attention to detail to ensure all tasks are completed accurately.
  • Maintain composure in high-pressure situations, resolving issues proactively.
  • Conduct service recovery as necessary to address guest concerns before departure.
  • Review daily arrival reports to prepare for incoming guests.
  • Communicate the property's policies regarding reservations and cancellations clearly to guests.
  • Uphold exemplary telephone etiquette, treating each guest with respect and warmth.
  • Deliver service standards that reflect the organization's commitment to excellence.
  • Foster effective communication across departments to enhance teamwork.
Additional Responsibilities:
  • Welcome every guest and team member with a positive demeanor, setting a welcoming tone.
  • Provide outstanding service that aligns with the organization's values.
  • Embrace and promote wellness and organizational virtues in all interactions.
  • Adhere to the brand's mission and values consistently.
  • Empower yourself to resolve issues effectively when they arise.
  • Bid farewell to guests with warmth and gratitude.
  • Utilize feedback to improve service delivery.
  • Maintain a professional appearance and focus on guest priorities.
  • Follow company policies and safety protocols diligently.
  • Manage phone inquiries and direct calls appropriately.
  • Assist with administrative tasks such as copying and emailing as needed.
Position Requirements:
  1. Essential Skills:
Basic knowledge of Microsoft Word and Excel is required.
  1. Education and Experience:
A high school diploma is required; experience with property management systems is advantageous.
  1. Licenses and Certifications:
A valid driver's license is necessary.

Team Collaboration: This role requires effective teamwork and communication across various departments to ensure seamless operations.
Work Environment: The position may involve working in various settings, both indoors and outdoors, and requires adherence to safety and operational guidelines.

The Garden of the Gods Resort and Club is committed to delivering exceptional guest experiences through the dedication and effort of its team members. Each individual's contribution is vital to the collective success of the organization.

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