Guest Services Representative

Department – Front Office

Reports to – Guest Services Manager

What’s the job?

The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. You’ll be responsible for all front office duties including the activities of the front desk, reservations, guest services, and telephone areas. In addition, you will ensure the proper appearance of the lobby and all public areas, including the breakfast area.

Your day-to-day

Revenue

• Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly suggest new ways to increase room revenue and occupancy.
• Rates: Aggressively and effectively manage and continuously update rates as per Opal’s training and standards.
• Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities.

Profit

• Effectively support the Guest Services Manager control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and suggest cost saving strategies.
• Quality
• Guest Service: Ensure that the hotel meets/exceeds Opal’s and Brand standards for guest satisfaction.

Leadership

• Leading: Motivate and support other Guest Services team members and be accountable for set goals.
• Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Opal’s Standard Operating Procedures.

Requirements

• High School diploma or higher-level education
• 1-year Hotel front office experience
• Must wear appropriate uniform as prescribed by Opal’s policy
• Willing to work flexible hours
• Flexible attitude to shifts – you may need to work nights, weekends and/or holidays

Specific Responsibilities

• Send a daily end of the shift activity and accomplishment email to the Guest Services Manager (GSM) and a copy to the General Manager.
• Be proficient on the use of the property management system and facilities management software.
• Have a good understanding of all hotel operating procedures.
• Be the warm welcome that kicks off a memorable guest experience
• Acknowledge Brand rewards members and returning guests, in person or on the phone.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes.
• Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day’s schedule.
• Jump into other ad-hoc duties when your colleagues need your help.
• Comply with all existing and new front office and breakfast area policies and procedures.
• Comply with and honor the front office staff work schedules.
• Monitor the front office communications log.
• Read and initial the front office log on shift start and make appropriate entries at end of shift.
• Observe Opal’s appearance and dress code/uniform policy.
• Attend daily huddles and weekly departmental meetings.
• Be proficient on the use of all front office equipment such as credit card machine, copier and fax.
• Inform the GSM of any unique situations, or unusual developments in front office operations.
• Handle guest complaints effectively.
• Be willing and able to work any shift, including audit and fill in when other employees are not able to work their scheduled shift.
• Process, as assigned, reservations by mail, telephone, fax and central reservation systems referrals.
• Process, as assigned. reservations received from sales office and other hotel departments.
• Have complete knowledge of room types and offered rate plans.
• Fully understand the hotel’s franchise policy on guaranteed reservations and no-shows.
• Process, as assigned, cancellations and modifications to reservations.
• Promote goodwill by being courteous, friendly, and helpful to guests, managers and all other associates.

Optimum Attributes

• Effective communication skills
• Pleasing personality
• Good team player
• Good listener
• Well-groomed and professional appearance
• Open with praise, discrete with criticism
• Literate and tech-savvy
• Problem solving skills

Performance Standards

Performance shall be measured by the following:

• Budgeted RevPAR
• MSI Index
• Guest Satisfaction Index (GSI)

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Equal Opportunity Employer