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Guest Services Representative

2 months ago

Beverly Hills, California, United States Mosaic Hotel & Maison 140 Beverly Hills Full time

Compensation Structure:

Hourly Rate: $23.00/hr

Mosaic Hotel & Maison 140 Beverly Hills is a distinguished establishment in the hospitality sector, recognized for its exceptional service and luxurious accommodations.

Situated in a prime location, our hotel offers a unique blend of comfort and elegance, providing guests with an unforgettable experience.

Position Overview:
The Guest Services Representative plays a crucial role in delivering attentive, courteous, and efficient service to all guests during their stay, from check-in to checkout, while optimizing room revenue and occupancy rates.

Key Responsibilities:
1. Respond to guest inquiries regarding dining options, transportation, entertainment, and more.
2. Adhere to all cash handling and credit policies.
3. Stay informed about all rates, packages, and special promotions.
4. Familiarize yourself with in-house groups and be aware of closed-out and restricted dates.
5. Gather all necessary information when processing room reservations and follow the rate-quoting procedures.
6. Maintain knowledge of hospitality terminology and emergency protocols.
7. Conduct check-ins and checkouts in a friendly and efficient manner.
8. Utilize proper radio etiquette when communicating with team members.
9. Master all relevant aspects of the Front Desk computer system.
10. Complete all tasks on the shift checklist promptly and efficiently.
11. Perform bucket checks, room rate verification reports, and housekeeping reports.
12. Balance and prepare paperwork for shift closure according to hotel standards.
13. Promote and maintain guest programs and hotel promotions.
14. Ensure a clean and organized work area.
15. Assist guests with safe deposit box services.

Qualifications:
1. College coursework in a related field is advantageous.
2. Previous experience in a hotel or similar environment is preferred.
3. High School diploma or equivalent is required.
4. Proficiency in computer systems is necessary.
5. Customer service experience is highly valued.
6. Maintain a warm and friendly demeanor at all times.
7. Effective verbal and written communication skills are essential for interacting with guests and team members.
8. Ability to listen, understand, and address concerns raised by guests and employees.
9. Strong multitasking and prioritization skills to meet departmental deadlines.
10. Approach all interactions with guests and colleagues in a courteous and service-oriented manner.
11. Regular attendance in compliance with hotel standards is expected.
12. Adhere to high standards of personal appearance and grooming, including wearing the appropriate uniform and nametag.
13. Comply with hotel standards and regulations to promote safe and efficient operations.
14. Maximize productivity and assist in identifying and solving operational challenges.
15. Maintain confidentiality of sensitive information and demonstrate initiative in anticipating guest needs.
16. Perform additional duties as assigned by management.