Guest Services Ambassador
2 months ago
We are seeking a highly skilled and customer-focused Guest Services Representative to join our team at the Omni San Francisco Hotel. As a Guest Services Representative, you will be responsible for providing exceptional service to our guests, ensuring a memorable and enjoyable stay.
Key Responsibilities- Guest Check-In and Check-Out: Process guest arrivals and departures according to Omni's Moments of Service and Standard Operating Procedures.
- Guest Communication: Empathetically listen to guest inquiries and provide accurate and helpful responses.
- Account Management: Set up accurate accounts for each guest checking in, including room type, payment, and preferences.
- Room Management: Block rooms in the computer, pre-register designated guests, and prepare key packets.
- Guest Information: Communicate pertinent guest information to designated departments and personnel.
- Confidentiality: Maintain confidentiality of all guests and hotel information.
- Attention to Detail: Employ attention to detail to ensure security of guest room access.
- Accounting: Understand and execute all Omni accounting standards, ensuring accurate settlement of folios, routing of charges, and adjustments.
- Guest History: Maintain guest history files on all guests.
- Room Changes: Accommodate room changes expediently.
- Guest Requests: Document all guest requests, complaints, or problems immediately and notify designated department/personnel for resolving the situation.
- Communication Skills: Ability to clearly and pleasantly communicate verbally and in writing in English with guests, management, and co-workers.
- Technical Skills: Ability to accurately and efficiently input information into computer systems.
- Teamwork: Ability to work cohesively with co-workers within and outside of your department.
- Mathematical Skills: Ability to compute accurate mathematical calculations.
- Problem-Solving: Ability to think clearly, quickly, and make concise decisions.
- Time Management: Ability to prioritize, organize, and follow up.
- Pressure Management: Ability to work well under pressure, dealing with many arrivals and departures within a short period of time.
- Experience: Previous customer service experience required, hotel front desk experience preferred.
- Availability: Open availability required.
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