Guest Service Representative

Job Overview
We are seeking a dedicated and enthusiastic Guest Service Agent to join our team. This role is essential in providing exceptional customer service and ensuring a positive experience for all guests. The ideal candidate will have a strong background in hospitality management, hotel operations, and guest relations, with the ability to communicate effectively in multiple languages.

Shift Times

AM Shift: 7AM to 3PM

PM Shift: 3PM to 11PM

Duties

• Welcome guests upon arrival and assist with check-in and check-out procedures.
• Provide information about hotel services, amenities, and local attractions.
• Handle guest inquiries and resolve any issues or complaints promptly and professionally.
• Manage reservations and maintain accurate records of guest information.
• Ensuring all financial transactions are accurate.
• Operate multi-line phone systems to manage incoming calls efficiently.
• Collaborate with housekeeping and maintenance teams to ensure guest satisfaction.
• Uphold high standards of hospitality and customer service at all times.

Requirements

• Previous experience in hotel management or a similar role is preferred.
• Strong customer service skills with a focus on guest satisfaction.
• Bilingual or multilingual abilities are highly desirable for effective communication with diverse guests.
• Familiarity with front desk operations and night audit processes is a plus.
• Excellent phone etiquette and proficiency in managing multi-line phone systems.
• Ability to work flexible hours, including nights, weekends, and holidays as needed.
• Strong organizational skills with attention to detail in managing guest relations. Join our team as a Guest Service Agent and contribute to creating memorable experiences for our guests!

Guest Services Representative Selection Criteria:

• High school or GED diploma necessary.
• Excellent communication skills.
• Ability to perform all physical requirements of assigned job with or without accommodation.
• Optimum candidate will have flexible schedule (day and shift availability).
• Should have previous customer service experience, preferably prior experience as front desk person.
• Should have cash handling experience.
• Basic math skills helpful.

Essential Functions:

• Provides the highest quality of service to the customer at all times.
• Greets and registers guests and provides room assignments, accommodating special requests whenever possible. Assists in pre-registration and blocking of reservations.
• Has working knowledge of reservations systems, and procedures; takes reservations and knows cancellation procedures and policy.
• Handles guest check-ins and check-outs efficiently and in a friendly and professional manner.
• Communicates with incoming shift employees by logging pertinent information in the log book.
• Ensures that all cash, check and miscellaneous departments are in balance at the end of each shift utilizing proper cash handling procedures.
• Checks all credit cards to ensure they are valid. Follows check cashing procedures to ensure all checks are valid.
• Keeps housekeeping informed of any special requests, late check-outs and special need areas in the hotel.
• Receives and transmits mail, phone and written messages for guests.
• Answers inquiries pertaining to hotel services, shopping, dining, entertainment and travel directions.
• Posts room charges, phone charges; computes guest bills (individual, group masters, and tray ledger accounts) using PMS; collects payment and makes change for hotel guests following all cash handling procedures as required.
• Performs bucket checks twice daily.
• Follows all key control procedures.
• Attends special service requests, including securing of guest valuable in safety deposit boxes and ordering complimentary amenities.
• Promotes repeat business by offering to take future reservations upon check-out.
• Maintains log of items borrowed from the front desk and delivers items when necessary.
• Keeps front desk area neat, clean and free of safety hazards.
• Has knowledge of hotel property, hotel staff, and hotel services with hours of operations, room locations, types of rooms and room selling strategies, hotel rates and discounts and how to handle each and hotel credit and check cashing policies and procedures.
• Is responsible for proper telephone etiquette and operates PBX as needed.
• Develops a thorough knowledge of PMS and a basic knowledge of reservations.
• Develops a thorough knowledge of the accounting system, particularly how to handle guests being direct billed.
• Has a thorough knowledge of emergency procedures.
• Is aware of new potential sales contacts through guest interaction and report the information to the General Manager.
• Wears proper uniform and name tag at all times in accordance with the Standards of Personal Appearance.
• Contributes and supports the hospitality programs to ensure their success.
• Through training of service, continues to practice skills learned.
• Is able to move items weighing up to 30 pounds.
• Practices safety standards at all times.
• Adheres to all work rules, procedures and policies established by the company, including but not limited to, those contained in the Employee Handbook.
• Other duties as assigned of which the employee is capable of performing.

Job Type: Full-time

Pay: From $12.00 per hour

Benefits:

• Employee discount
• Paid time off

Work Location: In person

Salary : $12