Guest Service Agent

5 days ago

Richmond Heights, Virginia, United States Holiday Inn Express & Suites Petersburg-Fort Lee Full time

This is a part time position for the Candlewood Suites, 5113 Plaza drive, in Hopewell, VA. Previous front desk hotel experience required.

We are looking for a Guest Relations team members to make our clients feel welcome and ensure their pleasant and comfortable stay at our hotel. What is the role of a Guest Relations team? Guest Relations team member's responsibilities include greeting clients as they arrive, coordinating their check-ins to assigned rooms and informing them about the hotel's facilities. You will make sure our staff, offer stellar customer service and provide memorable hospitality experiences for our guests. If you have previous hospitality experience and are familiar with hotel procedures, like bookings, luggage collection, storage and check-in/check-out processes, we'd like to meet you. Our ideal candidates have a flair for communication, with the ability to resolve issues in a timely and accurate manner. Ultimately, you will manage guest services and our hotel's image by answering guests' requests and making sure our visitors are satisfied.

Responsibilities

  • Provide upscale guest service experiences for clients throughout their stay
  • Ensure guests are properly greeted upon their arrival
  • Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
  • Coordinate luggage collection and storage
  • Oversee check-in and check-out procedures, including reservations and financial transactions
  • Promptly address guests' requests, like in-room dining
  • Actively listen to and resolve complaints
  • Ensure special guests, like disabled people, elderly, children and VIPs, receive personalized services
  • Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
  • Inform clients of our hotel services, including breakfast and dining options
  • Promote all hotel amenities, conveniences and programs offered
  • Liaise with Housekeepers and Wait Staff to provide an overall comfortable guest experience
  • Analyze customer feedback from hotel guestbook and online reviews and suggest ways to improve ratings
  • Recommend local tourist spots, including places to dine, shop and sight-see
  • Establish friendly relationships with regular hotel clients

Skills

  • Proven work experience as a Guest Relations associate or similar role
  • Understanding of all hotel best practices and relevant laws
  • Hands-on experience with Hotel Management software (PMS)
  • Proficiency in English; knowledge of other languages is a plus
  • Customer service drive with outstanding communication and active listening skills
  • Excellent problem-solving and multitasking skills
  • Leadership skills along with the ability to motivate a team into high performance
  • Ability to work flexible hours
  • Strong sense of responsibility and a professional presentation

Job Types: Full-time, Part-time

Pay: $ $15.00 per hour

Benefits:

  • 401(k)
  • Dental insurance
  • Employee discount
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Referral program

Education:

  • High school or equivalent (Preferred)

Experience:

  • Hotel experience: 1 year (Preferred)

Work Location: In person

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