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Guest Services Representative

2 months ago

Arlington, Virginia, United States Hampton Inn Arlington Crystal City Full time

Position Overview:

The Guest Services Representative plays a crucial role in ensuring a welcoming atmosphere for all visitors. This position is dedicated to providing exceptional service throughout the guest's experience, from check-in to check-out. Key responsibilities include managing guest registrations, handling reservations, and performing concierge duties. The goal is to deliver attentive, courteous, and efficient service while optimizing room occupancy and revenue.

Availability:
A flexible schedule is essential.

Key Qualifications:

  • High School diploma or equivalent is required; relevant college coursework is advantageous.
  • Prior experience in hospitality or a related field is preferred.
  • A positive attitude and a commitment to outstanding customer service are essential.
  • Ability to manage multiple tasks, with attention to detail and problem-solving skills.
  • Effective communication skills are necessary for conveying information clearly.
  • Quick decision-making abilities to evaluate and choose the best course of action.
  • Ability to thrive in high-pressure situations.
  • Proficient in identifying and resolving workplace issues proactively.
  • Strong listening skills to understand and clarify guest and co-worker concerns.
  • Basic financial literacy and arithmetic skills are required.
  • Competence in reading, comprehending, and writing simple instructions and correspondence.
  • Logical reasoning skills to analyze problems and gather relevant information.
  • Familiarity with Microsoft Office Suite is necessary.
  • Willingness to work a varied schedule, including evenings, weekends, and holidays.
  • Understanding of hotel services and guest offerings.
  • Ability to contribute to a positive work environment.

Core Responsibilities:

  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Maintain a professional appearance and adhere to uniform standards.
  • Ensure regular attendance in accordance with company policies.
  • Follow all operational guidelines to promote safe and efficient hotel management.
  • Greet and assist guests at the Front Desk, maintaining a warm and welcoming demeanor.
  • Operate the telephone switchboard effectively, meeting performance standards.
  • Respond to guest inquiries regarding hotel services, amenities, and local attractions.
  • Establish strong communication and teamwork with fellow associates and departments.
  • Stay informed about rates, packages, and promotions, as well as in-house events.
  • Gather necessary information for room reservations and follow established procedures.
  • Understand and comply with company policies and hospitality terminology.
  • Assist in emergency procedures as needed.
  • Handle check-ins and check-outs with efficiency and courtesy.
  • Comprehend and operate all relevant Front Desk systems.
  • Ensure timely delivery of packages, mail, and messages to guests.
  • Utilize proper communication etiquette when using two-way radios.
  • Deliver guest items as requested, including luggage and amenities.
  • Maintain knowledge of property amenities and local attractions.
  • Perform additional duties as assigned, contributing to overall hotel cleanliness and safety.

Company Overview:

As a leader in hotel management, our extensive portfolio encompasses a diverse range of properties across various locations. Our dedicated team is passionate about delivering exceptional service and achieving outstanding results, fostering a culture of excellence.

Benefits:
Upon completion of an initial waiting period, full-time employees are eligible for a comprehensive benefits package, including:

  • Daily Pay options available.
  • Medical, Dental, and Vision Insurance.
  • Short-Term and Long-Term Disability Coverage.
  • Life Insurance and AD&D Insurance.
  • Paid Time Off.
  • Employee Assistance Programs.
  • 401k Retirement Plan.