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Guest Services Associate

2 months ago

Florence, South Carolina, United States Microtel Inn and Suites Full time
Job Overview

Guest Services Associate
As a Guest Services Associate, you will be the first point of contact for our guests, ensuring a warm welcome and seamless check-in experience. Your role will involve registering guests, providing information about accommodations, and processing payments. You will also assist with check-outs, clarify billing inquiries, and respond to various guest requests to enhance their stay while adhering to company policies and brand standards.

Key Responsibilities:

  • Efficiently check in guests, ensuring they receive the room type requested and the correct rate, while issuing room keys.
  • Facilitate guest check-outs, ensuring satisfaction, collecting keys, posting any late charges, and presenting bills as necessary.
  • Respond to guest reviews and inquiries through various platforms, including mobile apps and online communication.
  • Manage incoming phone reservations and provide information regarding hotel services, entertainment options, and travel directions.
  • Address and resolve guest complaints or issues to exceed expectations.
  • Handle all guest service requests and make necessary adjustments to ensure satisfaction.
  • Direct calls to guest rooms and manage phone messages efficiently.
  • Maintain accurate records of room availability and guest accounts in the room ledger.
  • Utilize front desk software proficiently.
  • Balance cash drawer at the end of each shift and manage all cash and credit card transactions responsibly.
  • Complete necessary accounts receivable and billing tasks as required.
  • Adhere to brand standards when processing guest stays.
  • Welcome guests and respond to their requests with professionalism.
  • Check equipment functionality and report any issues to management.
  • Utilize effective selling techniques to promote room bookings and additional hotel services.
  • Coordinate room status updates with the housekeeping team.
  • Operate office equipment competently.
  • Be knowledgeable about safety and emergency procedures.
  • Maintain awareness of current rates and promotions.
  • Communicate effectively with previous and subsequent shifts.
  • Proactively maintain assigned areas and equipment.
  • Ensure timely completion of daily tasks.
  • Report safety concerns to management promptly.
  • Participate in all required training sessions and meetings.
  • Exhibit flexibility with scheduling and assignments.
  • Maintain composure and performance under pressure.
  • Assist guests with various needs, such as fixing amenities or connecting to Wi-Fi.
  • For night shifts, prepare breakfast for guests; for morning shifts, ensure breakfast items are replenished.
  • Perform additional duties as assigned by supervisors.

Qualifications:

  • Exceptional customer service skills.
  • Ability to work both independently and collaboratively.
  • Strong communication skills.
  • Capability to follow verbal and written instructions accurately.
  • Attention to detail is essential.
  • Ability to multitask effectively.
  • Demonstrates initiative and proactive behavior.