Guest Services Representative

2 weeks ago


Brockton, Massachusetts, United States Spark by Hilton Full time
Job Overview

Position Title: Front Desk Agent

Objective: To deliver exceptional service in a courteous, professional, and efficient manner, primarily focusing on the check-in and check-out processes of guests, thereby enhancing their overall experience.

Key Responsibilities:

  1. Welcome guests, manage their registration, and allocate rooms. Provide room keys and escort instructions to the Bell staff or directly to guests as necessary, ensuring privacy regarding room numbers.
  2. Respond to inquiries regarding hotel amenities, guest registration, and local shopping, dining, entertainment, and travel guidance.
  3. Maintain accurate records of room availability and guest accounts. Handle reservations for guests, including making, confirming, and canceling as needed.
  4. Calculate bills, process payments, and provide change to guests. May manually or electronically post charges for accommodations, food, beverages, or phone usage.
  5. Sort, date-stamp, and organize incoming mail and messages. Utilize communication tools such as telephones, faxes, and switchboards to transmit and receive messages.
  6. Understand and uphold the hotel's credit policies. Ensure accountability for all cash transactions and make deposits in line with hotel and corporate guidelines.
  7. Proactively greet guests with warmth and friendliness.
  8. If acting in a supervisory role: (a) oversee assigned staff in the absence of the Supervisor, (b) delegate tasks, and ensure the effective performance of team members.
  9. Assist guests with reservations for dining, transportation, or entertainment; may secure guests' valuables in the hotel safe or safe-deposit box; may arrange complimentary items for special occasions.

Additional duties may be assigned as required.

Essential Skills:

  1. Communicate clearly and listen attentively.
  2. Utilize personal judgment and specialized knowledge to provide information effectively.
  3. Engage with a diverse range of individuals.
  4. Adapt quickly and seamlessly between various tasks, such as typing, interviewing, searching directories, and using telephones.
  5. Demonstrate precision in operating a switchboard or computer keyboard.

Qualifications:

Education: High School Diploma or equivalent.

Experience: A minimum of 3 months in hospitality, general office, accounts receivable, or customer service roles.



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