Guest Service Representative

About This Role

Maximize revenue and create value by providing excellent customer service as a Guest Service Representative. This role involves managing reservation sales, handling guest accounts, and assisting with all phases of the guest experience, from check-in to problem resolution.

Responsibilities

• Greet guests upon arrival and ensure a smooth check-in process
• Provide information about the hotel's amenities, services, and local attractions
• Respond promptly to guest inquiries via phone, email, or in person
• Handle reservations, cancellations, and modifications accurately and efficiently
• Process payments and maintain accurate records of guest transactions
• Address guest concerns and resolve issues promptly to ensure satisfaction
• Coordinate with other departments to fulfill guest requests and preferences
• Maintain a clean and organized front desk area
• Assist with luggage handling and transportation arrangements as needed
• Uphold company policies and procedures to ensure the safety and security of guests and their belongings
• Collaborate with the housekeeping team to ensure rooms are ready for guest occupancy
• Provide exceptional customer service to enhance the overall guest experience
• Keep abreast of developments in the hospitality industry and participate in training programs as required

Requirements

• Ability to provide high-level customer service
• Effective communication skills with guests and team members
• Ability to follow instructions
• Ability to learn quickly
• Attention to detail
• Ability to maintain composure under pressure
• Very good phone skills

Qualifications

• High school diploma and/or equivalent work experience preferred
• Prior customer service experience is preferred, but not required.

Nice to Have

• Prior customer service experience

Benefits