Guest Services Representative
hace 2 semanas
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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