Guest Services Representative

1 week ago

ValdeReuil, Normandie, United States Embassy Suites Winston Salem Full time

The Guest Services Representative plays a crucial role in delivering exceptional, courteous, and efficient service to all patrons during their check-in, throughout their stay, and at checkout, while optimizing room revenue and occupancy rates.

Qualifications & Experience:

  • Relevant college coursework is advantageous.
  • Prior experience in the hospitality industry or a related field is preferred.
  • A High School Diploma or equivalent is mandatory.
  • Proficiency in computer systems is preferred.
Physical Demands:
  • Flexibility in working long hours may be required.
  • Light physical activity, including exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull, or otherwise move objects.
  • Ability to remain standing for the duration of the shift.
Cognitive Requirements:
  • Ability to communicate information and ideas clearly.
  • Quick and accurate evaluation and selection of alternative courses of action.
  • Capability to perform well in high-pressure, stressful situations.
  • Effectiveness in addressing workplace issues, including prevention, identification, and resolution of problems as necessary.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Ability to comprehend and manage financial information and basic arithmetic functions.
  • Maintain composure and objectivity under pressure.
Core Responsibilities:
  • Engage with guests and team members in a friendly, attentive, and service-oriented manner.
  • Uphold high standards of personal appearance and grooming, including wearing the designated uniform and name tag while on duty.
  • Ensure regular attendance in accordance with company standards, adapting to the hotel’s scheduling needs.
  • Adhere to company standards and regulations to promote safe and efficient hotel operations.
  • Maintain a warm and welcoming demeanor at all times.
  • Be consistently attentive, friendly, helpful, and courteous to all guests, managers, and fellow staff members.
  • Foster effective communication and teamwork with colleagues and other departments within the hotel.
  • Greet and welcome all guests approaching the Front Desk in alignment with company service standards.
  • Manage the operation of the PBX console and ensure compliance with hotel standards (if applicable).
  • Respond to guest inquiries regarding hotel services, facilities, and operational hours promptly.
  • Oversee the logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Review the Front Office log and Trace Files on a daily basis.
  • Assist guests with inquiries about local dining, transportation, entertainment, etc.
  • Follow all cash handling and credit policies diligently.
  • Stay informed about all rates, packages, and special promotions as outlined in the internal resources.
  • Be knowledgeable about all in-house groups and events.
  • Be aware of closed-out and restricted dates.
  • Gather all necessary information when processing room reservations and adhere to the rate-quoting procedures.
  • Familiarity with hospitality terminology is essential.
  • Understand emergency procedures and provide assistance as required.
  • Facilitate check-ins and checkouts in a friendly, efficient, and courteous manner.
  • Utilize proper two-way radio etiquette when communicating with other staff members.
  • Comprehend and operate all relevant aspects of the Front Desk computer system effectively.
  • Complete all tasks and duties on the shift checklist promptly and efficiently.
  • Conduct bucket checks, room rate verification reports, and housekeeping reports as needed.
  • Balance and prepare individual paperwork for the closing of shifts in accordance with hotel standards.
  • Promote and maintain guest programs and hotel promotions.
Additional Duties:
  • Keep the work area clean and organized.
  • Assist guests with safe deposit box inquiries.
  • Participate in meetings and training sessions as required by management.
  • Perform other duties as assigned by management.

The company is committed to providing equal employment opportunities to all individuals regardless of race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

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