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Guest Services Representative at Esme Hotel
2 months ago
Key Responsibilities:
The Front Desk Agent plays a crucial role in ensuring a seamless experience for guests at Esme Hotel. This position involves managing guest registrations, departures, reservations, and financial transactions while maintaining the highest standards of service.
Core Duties:
- Facilitates the check-in process by accurately entering and retrieving guest information, confirming details such as guest count and room rates. Allocates rooms based on specific requests and VIP status, and issues room keys while discreetly confirming room assignments.
- Provides guests with comprehensive information about hotel amenities and services, guiding them through the property as needed.
- Coordinates luggage handling with bell staff and manages valet requests efficiently.
- Handles basic financial transactions, including currency exchange, cash management, and posting charges to guest accounts.
- Reviews essential reports such as arrivals, departures, and discrepancies, communicating relevant information to the appropriate departments.
- Addresses credit-related issues in collaboration with revenue-generating departments.
- Exhibits a welcoming demeanor, adhering to service standards and actively engaging with guests to understand their needs.
- Effectively manages guest inquiries and requests, ensuring timely communication with relevant departments.
- Handles guest complaints with care, conducting thorough investigations to provide effective solutions and negotiate satisfactory outcomes, consulting management when necessary.
- Reviews guest accounts upon departure and encourages future visits.
- Assists with reservations and acts as a concierge, providing guidance on transportation and additional accommodations.
Qualifications and Skills:
- Exceptional communication and interpersonal skills.
- Proficiency in English; Spanish language skills are a plus.
- Ability to lift up to 10 lbs.
- Dedication to delivering outstanding customer service.
- Proven ability to motivate a team and drive results.
- Adaptability and innovative problem-solving skills.
- Strong self-motivation and initiative.
- Fluency in job-related English, both verbal and non-verbal.
- Respect for diversity and the ability to thrive in a fast-paced environment.
- Availability to work flexible hours, including days, evenings, and weekends.
