Guest Service Representative

2 weeks ago

Virginia Beach Virginia, United States Professional Hospitality Resources, Inc. and Ocean Beach Club LLC Full time
Job Summary

We are seeking a highly skilled Guest Service Agent to join our team at Professional Hospitality Resources, Inc. and Ocean Beach Club LLC. As a key member of our front desk team, you will be responsible for creating a seamless and memorable guest experience from arrival to departure.

Key Responsibilities
  • Manage mobile check-in services to ensure a smooth and efficient guest experience
  • Verify available inventory by room type to meet guest needs
  • Understand and act on service recovery situations based on brand and company policy
  • Maintain professional communication with guests through knowledge and ability to assist with customized needs
  • Resolve guest concerns on billing and perform all duties of Guest Service Agent II
  • Handle guest registration process in an efficient and friendly manner, including check-ins and check-outs
  • Verify ID and confirmation number and credit card to ensure accuracy of name, type of payment, rate, and market segment
  • Make and inventory guest room keys according to policy and request re-keying as necessary
  • Be knowledgeable of the property or complex to answer basic guest questions
  • Be a positive example of gracious, welcoming, and professional behavior to all members of the hotel staff and to hotel guests
  • Present opportunities to upgrade room nights
  • Ensure Guest Satisfaction through best communication practices
  • Navigate the property management system and reservation platforms quickly and efficiently
  • Update pass down and communication logs to verify requests received are completed and satisfied
Requirements
  • High School Diploma or equivalent required
  • 1-2 years experience in a hotel or other customer relations position
  • Ability to communicate in English; second language desirable
  • Ability to handle cash and credit transactions
  • Ability to provide exceptional guest service and interact well with people face to face and over the phone
  • Ability to multi-task and type a minimum of 35 WPM

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