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Guest Services Representative

2 months ago

Raleigh, North Carolina, United States Candlewood suites LAX Hawthorne Full time

Job Overview:

As a Front Desk Agent, you will play a crucial role in ensuring a welcoming and efficient experience for our guests. Your primary duties will involve greeting and registering guests, providing exceptional service throughout their stay, and managing the settlement of accounts upon departure. Key responsibilities include handling reservations, performing concierge tasks, and operating the hotel’s communication systems effectively.

Key Qualifications:

  • High School diploma or equivalent is required; relevant college coursework is advantageous.
  • Prior experience in hospitality or a related field is preferred.
  • A positive attitude and a commitment to delivering excellent customer service are essential.
  • Ability to manage multiple tasks, pay attention to detail, and resolve issues efficiently.
  • Strong communication skills to convey information clearly.
  • Quick decision-making abilities to evaluate and choose among various options.
  • Capability to perform well under pressure in a fast-paced environment.
  • Proficient in problem-solving, including anticipating and addressing potential issues.
  • Effective listening skills to understand and clarify concerns raised by guests and colleagues.
  • Basic understanding of financial data and arithmetic operations.
  • Ability to read, comprehend, and write simple instructions and correspondence.
  • Logical reasoning skills to analyze problems and gather relevant information.
  • Familiarity with Microsoft Office applications is required.
  • Willingness to work a flexible schedule, including evenings, weekends, and holidays.
  • Understanding of hotel services and products.
  • Ability to contribute to a positive work environment.

Core Responsibilities:

  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Maintain professional appearance and adhere to uniform standards.
  • Ensure consistent attendance in line with company policies and scheduling needs.
  • Comply with company standards and regulations to promote safe and efficient operations.
  • Welcome all guests at the Front Desk, maintaining a warm and friendly demeanor.
  • Operate the telephone switchboard and meet performance standards.
  • Efficiently handle inquiries regarding hotel services, mail, and messages.
  • Provide information about local attractions, dining, and entertainment options.
  • Foster good communication and teamwork with fellow associates and departments.
  • Stay informed about rates, packages, and special promotions.
  • Gather necessary information for room reservations and follow established procedures.
  • Be knowledgeable about company policies and hospitality terminology.
  • Assist in emergency procedures as needed.
  • Manage check-in and check-out processes in a courteous and efficient manner.
  • Fully understand and operate the Front Desk computer systems.
  • Ensure timely logging and delivery of packages and messages to guests.
  • Utilize proper communication etiquette when interacting with team members.
  • Deliver guest items such as luggage and amenities as requested.
  • Maintain up-to-date knowledge of hotel amenities and local events.
  • Perform additional duties as assigned, including assisting colleagues and maintaining cleanliness in the work area.

Company Overview:

We are a leading hotel management company with a diverse portfolio of properties across various locations. Our commitment to excellence in guest service drives our success, and we pride ourselves on fostering a culture where our associates are empowered to deliver outstanding results.

Benefits:

Full-time employees are eligible for a comprehensive benefits package, which includes:

  • Competitive pay options.
  • Medical, Dental, and Vision Insurance.
  • Short-Term and Long-Term Disability Coverage.
  • Life Insurance and AD&D Insurance.
  • Paid Time Off.
  • Employee Assistance Programs.
  • 401k Retirement Savings Plan.