Guest Service Associate - Front Office (225-813)

As a Guest Service Associate - Front Office, you are the primary point of contact for our guests, playing a crucial role in the guest experience. Your welcoming demeanor, professional communication skills, and exceptional attention to detail ensure our guests feel valued and their needs promptly met. You will manage the reception area, coordinate guest reservations, and provide informative responses to inquiries, ensuring each guest enjoys a seamless and rewarding stay. Your dedication to hospitality excellence helps in creating a positive impression of our establishment, contributing significantly to guest satisfaction and retention.

Responsibilities

• Welcome guests with a warm, friendly demeanor and assist with check-in procedures.
• Efficiently handle guest check-outs, processing payments and finalizing bills accurately.
• Maintain and update guest reservations, responding proactively to booking inquiries.
• Address and resolve guest complaints ensuring a positive resolution and guest satisfaction.
• Provide guests with accurate information about hotel services and amenities available.
• Coordinate with housekeeping and maintenance teams to address guest requests promptly.
• Manage the front office area, keeping it organized and professionally presented at all times.
• Monitor and maintain guest accounts, ensuring proper charges and billing procedures.
• Facilitate seamless communication between guests and hotel management or other departments.
• Handle guest requests for information accurately, providing recommendations for local attractions.
• Ensure compliance with hotel policies, procedures, and service standards consistently.
• Record guest feedback and comments, facilitating service improvement and team development.

Requirements

• Previous experience in a customer service or hospitality role is preferred.
• Excellent verbal and written communication skills are necessary for effective guest interaction.
• High school diploma or equivalent educational qualification is required for this role.
• Proficiency in basic computer software, including Microsoft Office and hotel management systems.
• Strong problem-solving skills with the ability to handle challenging situations professionally.
• Strong organizational abilities to manage multiple tasks in a fast-paced environment.
• Ability to work flexible hours, including nights, weekends, and holidays, as needed.