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Guest Services Representative

2 months ago

Temecula, California, United States Temecula Creek Inn Full time
Job Overview

Primary Objective: The role is centered around welcoming guests in a professional and friendly manner. As the initial point of contact, the Hotel Front Desk Agent is responsible for managing guest check-ins and check-outs, distributing room keys, addressing inquiries, and processing payments for hotel amenities.

Key Responsibilities:

  • Promptly respond to and fulfill all guest requests and needs with professionalism.
  • Adhere to established protocols for Front Desk operations, including guest registration, room assignments, and processing check-outs; manage group pre-registrations and key packets; handle adjustments and inquiries; and relay essential information to subsequent shifts.
  • Maintain comprehensive knowledge of hotel offerings to enhance guest satisfaction and drive revenue, including current promotions, room types, and available services.
  • Encourage guests to utilize hotel amenities and services.
  • Possess familiarity with related properties and services to provide guests with relevant information.
  • Develop a solid understanding of the local area to assist guests with inquiries about nearby attractions and services.
  • Effectively resolve guest concerns, escalating to management when necessary, and follow up to ensure guest satisfaction.
  • Manage guest billing inquiries and ensure timely communication regarding payments.
  • Be well-versed in emergency protocols to assist guests and staff during critical situations.
  • Oversee the cleanliness and presentation of the lobby and common areas, reporting any issues to management.
  • Coordinate with Housekeeping to ensure timely delivery of guest items.
  • Manage staffing levels in accordance with operational needs.
  • Be aware of VIP arrivals and special requests, ensuring their proper handling.
  • Provide support for Front Desk, Reservations, and Sales teams as needed.
  • Ensure compliance with credit transaction procedures and follow up on declined payments.
  • Safeguard guest valuables and promote the use of in-room safes.
  • Encourage the use of additional hotel services and facilities when appropriate.
  • Adhere to all departmental policies and procedures.
  • Report any suspicious activities or unsafe conditions immediately.
  • Maintain a clean and safe work environment at all times.
  • Practice safe work habits to prevent injuries.
  • Comply with safety regulations and equipment handling protocols.
  • Attend all required meetings as directed.
  • Perform additional tasks as assigned, including cross-training opportunities.

Qualifications:

Education and Experience: A high school diploma or equivalent is required. Proficiency in English is necessary. A minimum of one year of experience in a similar role within a comparable hotel setting is preferred. Basic math skills and some computer proficiency are essential. Knowledge of professional telephone etiquette is required.

Skills: Attention to detail, organizational skills, and efficiency are crucial. Ability to learn quickly and prioritize safety. High standards for service quality, along with strong verbal communication skills. A courteous, friendly, and professional demeanor is essential. Must be a reliable team player with a focus on customer service and the ability to work independently.

Physical Requirements: The position involves standing and walking for extended periods. Ability to bend, stoop, and reach for routine tasks. Frequent use of telephones is required. Occasionally, the role may involve moving objects weighing up to 75 lbs.

Temecula Creek Inn is an Equal Opportunity Employer M/F/V/D