Guest Services Representative

hace 2 semanas


Carolina, Carolina, Puerto Rico Verdanza Hotel A tiempo completo

Job Summary:


The Guest Services Agent is a vital member of the Verdanza Hotel team, providing exceptional service to guests during their stay. As a friendly and efficient representative, you will be the first point of contact for guests, handling check-ins, checkouts, and addressing any concerns they may have.


Key Responsibilities:



  • Provide attentive and courteous service to guests during check-in, throughout their stay, and at checkout
  • Maintain proper operation of the PBX console and ensure all hotel standards are met
  • Answer guest inquiries about hotel services, facilities, and hours of operation in a timely manner
  • Ensure logging and delivery of packages, mail, and messages to guests and meeting rooms
  • Review Front Office log and Trace File daily
  • Answer inquiries from guests regarding restaurants, transportation, entertainment, and other services
  • Follow all cash handling and credit policies
  • Be aware of all rates, packages, and special promotions
  • Be familiar with in-house groups and closed-out dates
  • Take room reservations and follow rate-quoting scenarios
  • Have knowledge of emergency procedures and assist as needed
  • Handle check-ins and checkouts in a friendly, efficient, and courteous manner
  • Use proper two-way radio etiquette when communicating with other employees
  • Fully comprehend and operate all relevant aspects of the Front Desk computer system
  • Perform and complete all tasks and duties on the shift checklist in a timely and efficient manner
  • Balance and prepare individual paperwork for closing of shift according to hotel standards
  • Maintain and market promotions and guest programs
  • Maintain a clean work area
  • Assist guests with safe deposit boxes

Requirements:



  • College coursework in a related field is helpful
  • Experience in a hotel or related field is preferred
  • High School diploma or equivalent is required
  • Computer experience is required
  • Customer Service experience is preferred
  • Ability to stand during entire shift
  • Light work - exerting up to 20 pounds of force occasionally
  • Must be able to effectively communicate verbally and in writing with all levels of employees and guests
  • Must be able to multitask and prioritize departmental functions to meet deadlines
  • Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests
  • Must be able to maintain confidentiality of information
  • Must be able to show initiative and anticipate guest or operational needs
  • Perform other duties as requested by management

Language: English



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