Guest Services Representative

2 months ago

Anaheim, United States J street Management CA LLC Full time
Job Overview

The Guest Services Representative serves as the primary point of contact for guests during their stay, ensuring a seamless experience from check-in to check-out. This role involves managing reservations, accommodating special requests, and providing information about hotel services and amenities.

Key Responsibilities:

  • Provide exceptional customer service and maintain high standards of guest satisfaction.
  • Register guests and assign rooms, ensuring special requests are met whenever feasible.
  • Assist with pre-registration and manage room blocking for incoming reservations.
  • Adhere to established credit and cash-handling policies.
  • Resolve guest-related issues promptly and courteously.
  • Maintain accurate room status and communicate with housekeeping and maintenance teams.
  • Utilize suggestive selling techniques to promote room bookings and additional hotel services.
  • Receive and relay information between shifts to ensure continuity of service.
  • Wear the designated uniform and name badge at all times.
  • Handle reservations, including same-day and future bookings, while understanding cancellation policies.
  • Process guest check-outs and manage billing procedures.
  • Follow protocols for safe deposit box management.
  • Exhibit proper telephone etiquette and respond to calls in a timely manner.
  • Handle mail, packages, and messages according to established procedures.
  • Report any unusual occurrences to the Front Office Manager or the Manager on Duty.
  • Understand and implement safety and emergency procedures.
  • Keep the front desk area clean and organized.
  • Be adaptable to shift changes as business needs arise.
  • Participate in departmental meetings as scheduled.
  • Familiarize oneself with front office equipment and technology.
  • Collaborate effectively with all hotel departments.
  • Engage with every employee and guest encountered.
  • Perform additional tasks as assigned by the Front Office Manager.
  • Uphold the standards of excellence set forth by the organization.

Required Skills and Qualifications:

  • Strong verbal communication, comprehension, and problem-solving abilities.
  • Excellent interpersonal and time management skills.
  • Proficient in guest relations.
  • Ability to adapt to changing situations.
  • Familiarity with computer systems and Microsoft Office Suite.

Education and Experience:

High School diploma or equivalent required. Previous experience in a hotel or hospitality setting is preferred.

Physical Requirements:

This position requires the ability to sit, stand, bend, walk, and lift items up to 50 pounds. Close vision for computer screen work is necessary.

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