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Guest Services Representative

2 months ago

Nashville, Tennessee, United States Millennium Hotels Full time

Job Overview

Position Objective:

Welcomes and registers visitors, delivering prompt and courteous assistance, and finalizing guest accounts upon departure to uphold Millennium's exceptional quality standards.

KEY RESPONSIBILITIES:

Core Duties:

Extend a warm and genuine greeting to guests upon arrival. Utilize a positive and articulate speaking manner, actively listen to requests, respond appropriately, and provide accurate information regarding hotel services and outlet hours.

Facilitate the registration process by accurately entering and retrieving information from a computer system and registration forms, confirming essential details such as guest count and room preferences. Promote Millennium's Marketing Initiatives. Make suitable room selections based on guest requirements. Program electronic keys and non-verbally confirm room numbers and rates. Provide welcome packets containing room keys and explain the automated mini-bar, non-smoking policies, and ice locations.

Verify and process credit card authorizations using electronic methods. Manage cash transactions, provide change, and balance an assigned cash drawer. Accept and document vouchers, traveler's checks, and other payment forms. Convert foreign currency at the current exchange rates. Perform accurate arithmetic calculations using a calculator. Post charges to guest rooms and house accounts utilizing the Property Management System.

Promptly respond to telephone inquiries using clear and positive English communication. Input messages into the system and relay information to guests. Retrieve mail, small packages, and faxes for guests upon request.

Adhere to established standards, including the Millennium second effort log and Millennium Culture Standards.

Maintain a designated cash drawer and ensure accurate cash-out procedures.

Conclude guest accounts at check-out and assess satisfaction levels. In cases of dissatisfaction, negotiate solutions, which may involve authorizing revenue adjustments.

Remain composed and vigilant, particularly during emergencies and peak hotel activity. Address complications such as room changes or credit discrepancies.

Handle guest complaints with thorough research to identify effective solutions and negotiate outcomes. Listen attentively and offer assistance to resolve issues such as pricing disputes, inadequate climate control, noise disturbances, etc. Plan and execute detailed steps using sound judgment and discretion. Notify the Front Office Manager and Assistant Front Office Manager as necessary and follow up to ensure guest satisfaction.

ADDITIONAL INFORMATION:

Keep immediate supervisors promptly informed of any significant issues or unusual matters requiring attention for appropriate corrective action.

Job Qualifications

Education:

A combination of education and experience equivalent to a high school diploma or any other combination of education, training, or experience that provides the necessary knowledge, skills, and abilities. A college degree is preferred.

Experience:

Previous experience in the hospitality industry is preferred.

Additional Skills:

Proficiency in additional languages is preferred.

About Millennium Hotels:

Class: Midscale Room Count: Urban Location Type: Urban

Benefits include 401(K) Matching, Company Discounts, Dental Benefits, Disability Insurance, Family Medical Leave, Flexible Spending Account (FSA), Health Insurance Benefits, Life Insurance, Paid Holidays, and Paid Sick Days.