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Guest Services Representative

2 months ago

New York, New York, United States Crosby Hotel LLC Full time
Job Overview

Position Summary:

The Guest Services Representative plays a vital role in ensuring that guests have a memorable experience by providing exceptional service from the moment they arrive until their departure. This position involves welcoming guests, managing reservations, addressing inquiries, and handling financial transactions with accuracy and care.

KEY RESPONSIBILITIES:

  • Greet all guests and visitors with warmth and professionalism as they enter and exit the hotel.
  • Deliver the highest standard of hospitality by efficiently checking in guests and ensuring a smooth transition to their accommodations.
  • Assign rooms thoughtfully, paying special attention to VIP guests and utilizing all pertinent guest information.
  • Safeguard the confidentiality of all guest records and personal information.
  • Assist guests with their luggage courteously and promptly.
  • Conduct daily audits of guest reservations and correspondence to maintain accuracy.
  • Ensure a friendly and efficient checkout process for all guests.
  • Address and resolve guest complaints or inquiries in accordance with company standards.
  • Implement hotel credit policies discreetly and professionally.
  • Maintain open communication with the Assistant Front Office Manager and Front Office Manager, as well as with other hotel departments.
  • Complete all filing tasks in compliance with hotel procedures.
  • Record all reservations accurately at the Front Desk.
  • Follow proper handover protocols at the end of each shift.
  • Ensure all charges are accurately posted and billed to guests and accounts.
  • Count and balance assigned cash drawers at the beginning and end of each shift, addressing any discrepancies.
  • Adhere to security protocols for cash, property, and valuables in the reception area.
  • Ensure all accounts reconcile with credit card transactions and maintain proper documentation.
  • Transfer accounts to sales with accurate details and necessary documentation.
  • Understand and comply with hotel security policies thoroughly.
  • Possess comprehensive knowledge of the hotel and its services.
  • Keep the workplace clean and organized.
  • Promote other services and amenities offered by the hotel.
  • Exemplify the company’s core values, including Attention to Detail, Enthusiasm, Passion, Relationships, and Resilience.
  • Perform any other reasonable tasks to support the efficient operation of the hotel.

PHYSICAL REQUIREMENTS:

  • Ability to stand for an entire 8-hour shift, five days a week.
  • Proficient in reading, reviewing, entering, and retrieving information from both digital and physical documents.
  • Capable of using a computer keyboard, mouse, and telephone system effectively.
  • Strong written and verbal communication skills, with the ability to document activities accurately.
  • Willingness to work a flexible schedule, including days, evenings, weekends, and holidays.

QUALIFICATIONS:

  • High school diploma required; hospitality training or certification, as well as a 2- or 4-year degree, is preferred.
  • Prior experience in reception or customer service, ideally within a luxury hotel environment.
  • Excellent spoken and written English skills.
  • Professional telephone etiquette.
  • Ability to maintain composure under pressure.
  • Experience that demands a keen attention to detail.

EMPLOYEE BENEFITS:

  • Paid vacation, sick leave, and personal days.
  • Comprehensive health, dental, vision, and life insurance options.
  • Commuter benefits available.
  • Staff appreciation events and holiday parties.
  • In-house uniform cleaning services.
  • Complimentary meals during shifts.
  • Incentive programs at both departmental and company-wide levels.