Guest Services Representative

2 weeks ago

College Station, Texas, United States Oldham Goodwin Payroll LLC Full time

The Guest Services Representative is responsible for welcoming and assisting guests upon their arrival. This role involves managing guest check-ins and check-outs, ensuring a seamless experience while delivering exceptional service.

KEY RESPONSIBILITIES

  • Provide a warm and genuine welcome to guests, along with a heartfelt farewell, expressing gratitude and encouraging future visits.
  • Efficiently manage the check-in and check-out processes for guests.
  • Anticipate guest needs and strive to exceed their expectations.
  • Handle cash and credit transactions accurately.
  • Communicate effectively with guests to address their needs.
  • Respond to guest inquiries and resolve complaints both in person and over the phone.
  • Operate hotel computer systems proficiently.
  • Maintain a comprehensive understanding of hotel staff, services, operational hours, room rates, amenities, and local attractions.
  • Monitor room availability and implement selling strategies, discounts, and loyalty program benefits.
  • Coordinate and communicate work orders as necessary.
  • Perform additional clerical tasks such as filing, photocopying, and organizing documents.
  • Manage incoming phone calls, determine the purpose of calls, and direct them to the appropriate personnel or department.
  • Retrieve and relay messages from voicemail to the relevant staff.
  • Undertake other duties as assigned.
QUALIFICATIONS

To excel in this position, candidates must demonstrate the ability to fulfill each essential duty effectively. The following qualifications are representative of the knowledge, skills, and abilities required:

Education and Experience:
  • High school diploma or equivalent; or up to three months of related experience and/or training; or a combination of education and experience.
  • Ability to prioritize tasks and manage multiple responsibilities in a fast-paced environment.
  • Previous experience in hospitality is preferred but not mandatory.
Communication Skills:

Ability to read and interpret documents such as safety protocols, operating instructions, and procedural manuals. Proficient in writing routine reports and correspondence. Capable of speaking effectively in front of groups of customers or employees.

Mathematical Skills:

Ability to perform basic arithmetic operations and interpret numerical data, including rates, ratios, and percentages.

Reasoning Ability:

Ability to apply common sense to follow instructions provided in written, oral, or diagram form. Capable of addressing problems involving various concrete variables in standardized situations.

Computer Skills:

Proficient in using Microsoft Office Suite.

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