Guest Services Representative

2 weeks ago

Stevens Point, Wisconsin, United States Holiday Inn Stevens Point Full time

Job Overview:

The Front Desk Agent plays a crucial role in ensuring guests have a memorable experience by providing exceptional service from the moment they arrive until their departure. Key responsibilities include welcoming guests, managing reservations, and performing concierge duties while maintaining a high standard of service.

Key Qualifications:

  • Completion of relevant college coursework is advantageous.
  • Prior experience in hospitality or a related sector is preferred.
  • A positive and enthusiastic demeanor is essential for delivering excellent customer service.
  • Ability to manage multiple tasks, attention to detail, and problem-solving skills are required to effectively assist both internal and external customers.
  • A high school diploma or equivalent is mandatory.
  • Clear communication skills are necessary for conveying information and ideas.
  • Quick and accurate decision-making abilities are essential.
  • Capability to thrive in high-pressure situations is important.
  • Proficiency in identifying, preventing, and resolving workplace issues is required.
  • Strong listening skills to understand and clarify concerns raised by guests and colleagues.
  • Basic understanding of financial information and arithmetic is necessary.
  • Ability to maintain composure and professionalism under stress.

Core Responsibilities:

  • Engage with guests and colleagues in a friendly, service-oriented manner.
  • Uphold high standards of personal appearance and grooming, including proper uniform and name tag.
  • Maintain consistent attendance in accordance with company standards and scheduling needs.
  • Adhere to all company policies and regulations to promote safe and efficient hotel operations.
  • Exhibit a warm and welcoming demeanor at all times.
  • Greet and assist all guests approaching the Front Desk in line with company standards.
  • Ensure proper operation of the telephone system and meet performance standards.
  • Handle guest inquiries regarding hotel services, facilities, and operational hours efficiently and courteously.
  • Provide information about local attractions, transportation, and entertainment options.
  • Foster good communication and teamwork with fellow associates and other hotel departments.
  • Follow all credit policies established by the company.
  • Stay informed about rates, packages, special promotions, and in-house groups.
  • Gather necessary information for room reservations and follow established procedures.
  • Be knowledgeable about company policies, house rules, and hospitality terminology.
  • Assist in emergency procedures as required.
  • Process check-ins and check-outs in a friendly and efficient manner.
  • Comprehend and operate all relevant aspects of the Front Desk computer system.
  • Maintain attentiveness and courtesy towards all guests, managers, and associates.
  • Ensure the logging and delivery of packages, mail, and messages to guests and meeting rooms.
  • Utilize proper radio etiquette when communicating with other associates.
  • Participate in meetings as required by management.
  • Perform additional duties as assigned by management.

Property Overview:

This hotel features amenities such as an indoor swimming pool and fitness center, providing a comfortable stay for guests. Rooms are equipped with modern conveniences including flat-screen cable TVs, desks, refrigerators, and coffee-making facilities.

Company Overview:

Aimbridge Hospitality is a global leader in third-party hotel management, with a diverse portfolio of hotels across various brands and locations. Our dedicated associates are committed to delivering exceptional service and achieving outstanding results, thriving in a culture that encourages excellence.

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