Guest Services Representative
2 weeks ago
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:
- 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.
- Respond to inquiries regarding hotel amenities, guest registration, and local shopping, dining, entertainment, and travel guidance.
- Maintain accurate records of room availability and guest accounts. Handle reservations for guests, including making, confirming, and canceling as needed.
- Calculate bills, process payments, and provide change to guests. May manually or electronically post charges for accommodations, food, beverages, or phone usage.
- Sort, date-stamp, and organize incoming mail and messages. Utilize communication tools such as telephones, faxes, and switchboards to transmit and receive messages.
- Understand and uphold the hotel's credit policies. Ensure accountability for all cash transactions and make deposits in line with hotel and corporate guidelines.
- Proactively greet guests with warmth and friendliness.
- 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.
- 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:
- Communicate clearly and listen attentively.
- Utilize personal judgment and specialized knowledge to provide information effectively.
- Engage with a diverse range of individuals.
- Adapt quickly and seamlessly between various tasks, such as typing, interviewing, searching directories, and using telephones.
- 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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