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Guest Services Representative

2 months ago

Cheyenne, Wyoming, United States Aimbridge Hospitality Full time

Job Overview

The Guest Services Representative plays a crucial role in welcoming and registering guests, ensuring exceptional service throughout their stay, and finalizing their accounts upon departure. Key duties include guest registration, managing reservations, and performing hotel operator and concierge functions. The goal is to provide attentive, courteous, and efficient service to all guests, enhancing room revenue and occupancy rates.

Key Responsibilities

Qualifications:

  • High School diploma or equivalent is required; relevant college coursework is advantageous.
  • Prior experience in a hotel or similar environment is preferred.
  • Exhibit a positive demeanor and a commitment to delivering outstanding customer service.
  • Ability to manage multiple tasks, maintain attention to detail, and solve problems effectively.
  • Clear communication skills are essential.
  • Quickly assess and choose among various courses of action.
  • Capable of working well under pressure.
  • Proficient in identifying, preventing, and resolving workplace issues.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Basic understanding of financial data and arithmetic functions.
  • Ability to perform basic numerical operations.
  • Competent in reading, comprehending, and writing simple instructions and correspondence.
  • Logical reasoning skills to define problems and interpret information.
  • Familiarity with Microsoft Office Suite is required.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel products and guest services.
  • Ability to contribute to a positive work environment.

Responsibilities:

  • Approach all interactions with guests and colleagues in a friendly, service-oriented manner.
  • Maintain high standards of personal appearance and grooming, adhering to uniform and name tag policies.
  • Ensure regular attendance as per scheduling needs.
  • Comply with all company policies and standards to promote safe and efficient hotel operations.
  • Greet and welcome all guests at the Front Desk, maintaining a warm and friendly demeanor.
  • Operate the telephone switchboard efficiently, meeting performance standards.
  • Handle requests for information, mail, and messages courteously.
  • Respond to guest inquiries regarding hotel services, facilities, and operational hours.
  • Provide information about local attractions, dining, and entertainment options.
  • Foster good communication and teamwork with fellow associates and other departments.
  • Stay informed about rates, packages, and special promotions.
  • Gather necessary information for room reservations and follow established procedures.
  • Understand and adhere to company policies and hospitality terminology.
  • Assist in emergency procedures as required.
  • Manage check-ins and check-outs efficiently and courteously.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Ensure proper logging and delivery of packages, mail, and messages to guests.
  • Utilize proper radio etiquette when communicating with associates.
  • Deliver guest items such as luggage and amenities as requested.
  • Maintain up-to-date knowledge of property amenities and local events.
  • Perform additional duties as assigned, contributing to a clean and organized work environment.

Company Overview

Aimbridge Hospitality is a global leader in third-party hotel management, with a diverse portfolio of over 1,550 hotels across 50 states and 22 countries. Our associates are dedicated to providing exceptional service and achieving outstanding results in a culture that inspires excellence.

Benefits

After an initial waiting period, full-time employees are eligible for a competitive benefits package, including:

  • Daily Pay options.
  • Medical, Dental, and Vision Coverage.
  • Short-Term and Long-Term Disability Income.
  • Term Life and AD&D Insurance.
  • Paid Time Off.
  • Employee Assistance Program.
  • 401k Retirement Plan.