Guest Service Representative (225-69)

Job Description

The Guest Service Representative plays a crucial role in creating a welcoming and efficient experience for all guests. As the face of the company, this position demands an energetic and friendly individual who can engage guests with warmth and professionalism from the moment they walk through the door or make a call. This person will ensure that all guest inquiries and issues are addressed promptly and efficiently, contributing to a memorable experience that encourages repeat visits. With strong attention to detail, the Guest Service Representative will manage multiple tasks, including check-ins, reservations, and guest queries, while maintaining a seamless daily operation. Superior communication skills and a passion for customer satisfaction are critical, guaranteeing that every interaction reflects positively on the establishment. In this role, the representative will take ownership of guest needs with a proactive approach, ensuring top-notch service delivery at all times.

Responsibilities

• Welcome guests with warmth, ensuring a positive first impression upon arrival.
• Manage and process guest check-ins and check-outs efficiently and accurately.
• Handle guest inquiries promptly, offering solutions with empathy and understanding.
• Coordinate with housekeeping and maintenance teams to address guest requests.
• Maintain a detailed understanding of hotel facilities and services offered to guests.
• Promote and encourage hotel service upgrades and special packages to guests.
• Respond to guest feedback constructively, aiming to enhance guest satisfaction.
• Ensure front desk area remains tidy, well-organized, and equipped for operations.
• Handle payment transactions securely, managing cash, credit, and electronic payments.
• Document guest interactions and service issues in the hotel management system.
• Assist in the resolution of guest complaints, escalating issues when necessary.
• Foster a positive team environment, supporting colleagues and sharing best practices.

Requirements

• Previous experience in a customer service role is highly preferred for applicants.
• High school diploma or equivalent educational qualification required.
• Excellent verbal and written communication skills are essential for success.
• Strong problem-solving abilities with a keen attention to detail.
• Capability to multitask and manage time efficiently under pressure.
• Proficiency with computer systems, including Microsoft Office Suite and PMS.
• A professional appearance and demeanor appropriate to customer-facing roles.

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