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Guest Services Representative

2 months ago

Atlanta, Georgia, United States Mainsail Lodging & Development Full time

Position Title: Front Desk Agent

Department: Front Office

Reports to: Front Office Manager, Assistant Front Office Manager & Supervisor

Status: Non-Exempt

Job Overview:

The Front Desk Agent plays a pivotal role in creating a welcoming atmosphere for guests. This position encompasses responsibilities across Front Desk operations, Bell Services, and Concierge Services. As the initial point of contact, the agent is tasked with delivering a warm and professional experience for guests upon arrival and departure.

Benefits for Full-Time Associates:

  • Medical, Dental & Vision HSA & Flexible Spending Account Options
  • Basic Life & Disability Plan Options
  • 401(k) Retirement Plan
  • Paid Time Off
  • Holiday Pay
  • Career Training & Development Opportunities
  • Tuition Reimbursement
  • Bereavement Leave
  • Employee Assistance Program (EAP)
  • Jury Duty (may vary by state)
  • Employee Discounts
  • Employee Referral Bonus

Part-time associates receive most of the above benefits, excluding Medical Insurance & Holiday Pay, with the exception that these part-time voluntary benefits are fully employee-paid.

Key Responsibilities:

  • Deliver exceptional customer service by engaging with guests and utilizing personalization techniques, such as addressing guests by name.
  • Utilize Arrival and Departure manifestos effectively during guest check-in and check-out processes.
  • Demonstrate comprehensive knowledge of hotel functions and share the unique story of the property with guests.
  • Assign and escort guests to their rooms, paying attention to nonverbal cues to enhance their experience.
  • Manage mobile arrivals and provide seamless service in remote check-in areas.
  • Engage with high-tech amenities and applications to assist guests.
  • Collect and verify payment methods, ensuring guest confidentiality throughout their stay.
  • Act as a concierge by offering local insights for shopping, dining, and recreational activities, and assist in making reservations or tour arrangements.
  • Assist guests with luggage, including receiving, storing, and delivering luggage and mail.
  • Respond promptly to guest inquiries and requests.
  • Adhere to scheduled shifts and comply with break and lunch requirements.
  • Report accidents, injuries, and unsafe conditions to management; complete safety training and certifications.
  • Communicate clearly and professionally with guests and colleagues; prepare and review written documents accurately.
  • Foster positive working relationships with team members and guests.
  • Report any suspicious activities or unusual items in guest rooms or public areas.
  • Demonstrate initiative and manage tasks with minimal supervision.
  • Follow all hotel policies and procedures as outlined in the team member handbook.
  • Maintain cleanliness and organization of the work area.

Qualifications:

  • High School diploma or equivalent.
  • Previous experience in hospitality is preferred.
  • Familiarity with Opera PMS is advantageous.
  • Exceptional customer service and communication skills, both verbal and written.

Physical Requirements:

  • Ability to sit or stand for extended periods.
  • Capability to bend and lift up to 50 lbs.
  • Clear communication abilities.
  • Corrected vision within normal range.
  • Willingness to work long hours as needed.

Mental Requirements:

  • Ability to make sound judgments quickly.
  • Manage multiple tasks effectively while meeting deadlines.
  • Work independently and provide direction to others when necessary.
  • Maintain confidentiality and handle sensitive information.
  • Effectively navigate high-pressure situations and resolve challenges as they arise.

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Mainsail Lodging & Development is an equal opportunity/affirmative action employer committed to fostering a diverse and inclusive workforce. We ensure equal employment opportunities without discrimination or harassment based on various protected characteristics.