Guest Services Representative

2 weeks ago

Haverhill, Massachusetts, United States Lexima Full time

We are seeking a dedicated and professional Hotel Front Desk Agent to provide outstanding service to every visitor at our establishment. This role involves welcoming guests, managing their information, assigning keys and rooms, and addressing any inquiries to ensure a pleasant stay. The ideal candidate will possess excellent communication skills, a strong work ethic, and a passion for guest satisfaction.

Key Responsibilities

  • Deliver attentive, courteous, and efficient service to all guests before and during their stay.
  • Manage check-ins and check-outs in a friendly and efficient manner.
  • Address all guest requests, issues, complaints, and incidents at the front desk or through reservations with professionalism and care. Follow up to ensure guest satisfaction.
  • Provide information on hotel services, amenities, and local attractions.
  • Ensure the timely delivery of packages, mail, and messages to guests.
  • Adhere to all Lexima/Brand credit policies.
  • Stay informed about rates, packages, and special promotions.
  • Familiarize yourself with all in-house groups.
  • Be aware of closed-out and restricted dates.
  • Gather all necessary information for room reservations and follow rate quoting guidelines.
  • Fully understand and operate all relevant aspects of the front desk computer system.
  • Contribute to guest satisfaction surveys through your role.
  • Exhibit appropriate phone etiquette.
  • Utilize Lexima/brand selling guidelines during inquiry calls.
  • Consistently perform above average in mystery call evaluations.
  • Follow up on all waitlist reservations.
  • Manage suite inventory effectively.
  • Complete the shift responsibility checklist.
  • Maintain a clean and organized front office area.
  • Comply with Lexima/Brand compliance standards and regulations to promote safe and efficient hotel operations.
  • Participate in all-employee meetings, events, and functions as required by management.
  • Be knowledgeable about all Lexima/Brand policies and hotel rules, as well as hotel terminology.
  • Develop a comprehensive understanding of hotel amenities and services.
  • Understand emergency procedures and be prepared to assist when necessary.
  • Communicate efficiently and professionally with hotel staff using radios.
  • Ensure accurate cash handling at the front desk.
  • Use proper radio etiquette when communicating with colleagues.
  • Perform any additional duties as assigned by management.
Qualifications
  • High school diploma or equivalent required.
  • A degree in Hotel Management, Hospitality Management, or related fields is preferred.
  • Previous experience in hospitality is preferred.
  • Knowledge of accounting principles is beneficial.
  • Experience with cash handling, accounting procedures, and general administrative tasks is necessary.
  • Ability to assimilate complex information and data from various sources and adapt as needed.
  • Proficient in problem-solving, including anticipation, prevention, identification, and resolution of issues.
  • Ability to work well in high-pressure situations.
  • Effective listening, understanding, and communication skills to address concerns from clients, guests, and coworkers.
  • Maintain composure and objectivity under pressure.
  • Strong oral and written communication skills.
  • Availability to work weekends and holidays is required.
  • A valid driver's license is necessary.
  • Fluency in English is required.
Physical Requirements
  • Frequent standing, walking, sitting, using hands to handle or feel objects, reaching with hands and arms, climbing stairs, balancing, stooping, kneeling, crouching, crawling, talking, or hearing.
  • Occasionally lift and/or move up to 25 pounds.
  • Specific vision abilities required include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • Ability to stand for the entire shift.
Reasonable accommodations may be made to enable individuals with disabilities to perform the requirements of this position if such accommodations do not create an undue hardship for the company.

Lexima is an EEO employer - M/F/Vets/Disabled

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