Guest Services Representative

2 weeks ago

Atlanta, Georgia, United States Mainsail Lodging & Development Full time

Position Title: Front Desk Agent

Department: Front Office

Reports to: Front Office Manager, Assistant Front Office Manager & Supervisor

Status: Non-Exempt

Overview:

The Front Desk Agent plays a vital role in creating a welcoming atmosphere for guests. This position encompasses responsibilities in Front Desk operations, Bell Services, and Concierge functions. As the initial point of contact, the Agent is tasked with delivering a distinctive, professional, and genuinely hospitable experience during guests' arrivals and departures.

Benefits for Full-Time Associates:

  • Medical, Dental & Vision HSA & Flexible Spending Account Options
  • Basic Life & Disability Plan Options
  • 401(k) Retirement Plan
  • Paid Time Off
  • Holiday Pay
  • Career Training & Development Opportunities
  • Tuition Reimbursement
  • Bereavement Leave
  • Employee Assistance Program (EAP)
  • Jury Duty (may vary by state)
  • Employee Discounts
  • Employee Referral Bonus

Part-time associates receive most of the above benefits, excluding Medical Insurance & Holiday Pay, with voluntary benefits being fully employee-funded.

Key Responsibilities:

  • Deliver exceptional customer service by engaging with guests and utilizing personalization techniques.
  • Manage the Arrival and Departure processes for guests efficiently.
  • Demonstrate comprehensive knowledge of hotel features and services to enhance guest experiences.
  • Assist guests with room assignments and provide personalized service based on preferences.
  • Facilitate mobile check-ins and ensure seamless service in remote areas.
  • Navigate and assist guests with high-tech amenities and applications.
  • Handle payment methods securely and produce room keys while maintaining guest confidentiality.
  • Act as a concierge by offering local insights for shopping, dining, and recreational activities, including making reservations.
  • Assist with luggage handling and manage the receipt, storage, and delivery of luggage and mail.
  • Address guest inquiries and concerns promptly.
  • Adhere to scheduled shifts and comply with break and lunch protocols.
  • Report any incidents or unsafe conditions to management and complete necessary safety training.
  • Communicate effectively and professionally with guests and colleagues.
  • Foster positive relationships with team members and guests.
  • Monitor and report any suspicious activities or irregular behaviors.
  • Demonstrate initiative and the ability to work independently.
  • Maintain cleanliness and organization of the work area.

Qualifications:

  • High School diploma or equivalent.
  • Prior experience in hospitality is preferred.
  • Familiarity with Opera PMS is advantageous.
  • Outstanding customer service and communication skills.
  • Ability to perform physical tasks, including lifting up to 50 lbs.
  • Capacity to work in a fast-paced environment and manage multiple tasks.
  • Strong problem-solving skills and the ability to maintain confidentiality.

Note: JavaScript must be enabled to complete an application. Mainsail Lodging & Development is an equal opportunity employer committed to diversity and inclusion in the workplace.

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