Guest Services Representative

2 weeks ago


Virginia Beach, Virginia, United States VSA Resorts Full time

Position Title: Front Desk Agent (Full-Time & Part-Time)

Department: Front Office

Overview:

VSA Resorts is seeking dedicated Full-time and Part-time Front Desk Agents to deliver exceptional service to our guests. The Front Desk Agent plays a crucial role in managing guest interactions, addressing inquiries related to hotel services, and providing travel guidance.

Key Responsibilities:

  1. Deliver outstanding customer service and support to guests through various communication channels.
  2. Ensure a pleasant experience for guests from check-in to check-out, while informing them about hotel policies and local attractions.
  3. Act as a welcoming presence for guests upon arrival, facilitating smooth check-in processes.
  4. Manage switchboard operations and relay messages or incoming mail to guests as necessary.
  5. Address guest inquiries, feedback, and minor complaints, escalating issues to the Front Office Manager when needed.
  6. Handle reservation transactions, including payments, deposits, and refunds, while confirming guest contact information.
  7. Conduct audits of shift activities and manage key and folio reconciliations.
  8. Uphold hotel policies and procedures to ensure a safe and enjoyable environment for all guests.
  9. Coordinate with housekeeping and maintenance teams to address reported issues and follow up with guests.
  10. Perform additional duties as required to meet the needs of the operation.

Qualifications:

A High School Diploma or equivalent is strongly preferred. Previous experience in customer service is highly valued. Proficiency in computer skills and effective verbal and written communication abilities are essential.

Physical Requirements:

This position involves standing, talking, and hearing. Frequent walking, lifting, and handling of items are required. Candidates should be able to lift and move up to 10 pounds regularly and occasionally up to 25 pounds, with heavier items managed using equipment or assistance.



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