Guest Services Coordinator

2 weeks ago

Norwalk, Connecticut, United States RMS Construction LLC Full time
Job Overview

Position: Front Desk Agent

Role Summary

The Front Desk Agent is accountable for ensuring a seamless and pleasant check-in and check-out experience for guests, while collaborating with the hotel team to deliver exceptional service.

Key Responsibilities:

  • Facilitate effective communication among team members, vendors, and guests.
  • Exhibit a friendly demeanor and address all service inquiries and requests.
  • Uphold the safety of both guests and hotel assets by adhering to established policies and procedures.
  • Manage payment collection for services provided during guest stays and fulfill various guest needs.
  • Maintain a professional appearance and demeanor in all communications.
  • Process check-ins and check-outs with friendliness, efficiency, and courtesy.
  • Handle reservations and accommodate special requests.
  • Provide assistance to guests by being knowledgeable about hotel amenities, local attractions, and service hours.
  • Collaborate as a team member to meet guests' needs effectively.
  • Deliver prompt and courteous telephone services.
  • Respond to incoming calls and emails with accurate information and professionalism.
  • Prepare for daily arrivals and create room keys for guests.
  • Manage wake-up call requests for guests.
  • Work collaboratively with other departments to enhance guest services.
  • Listen attentively to guest concerns, express empathy, and direct issues to the appropriate supervisor.
  • Process customer payments in accordance with hotel policies during check-in and check-out.
  • Provide information to guests regarding bookings, hotel and local amenities, dining options, transportation, and entertainment.
  • Determine reservation status and length of stay for guests.
  • Assist guests in completing registration forms and assigning rooms, accommodating special requests when feasible.
  • Verify payment methods and adhere to credit-checking protocols.
  • Follow cash handling and credit card authorization procedures diligently.
  • Stay informed about rates, packages, and promotional offers.
  • Be knowledgeable about emergency procedures and provide assistance as necessary.
  • Promote and maintain guest programs and promotions.
  • Keep work areas clean and organized, including the Front Desk, Lobby, Coffee Station, Meeting Spaces, and Rooftop.
  • Assist guests with safe deposit box requests and other inquiries.
  • Communicate maintenance issues to the appropriate personnel and submit maintenance requests promptly.

Qualifications:

  • High school diploma or equivalent.
  • Minimum of two (2) years of experience in customer service.
  • Proficient with computer systems and software.
  • Ability to handle sensitive guest information with confidentiality.

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