Guest Services Officer (225-907)

A Guest Services Officer plays a pivotal role in the hospitality industry, acting as the primary point of contact between guests and the establishment. This position requires excellent communication and problem-solving skills to ensure a seamless and enjoyable experience for guests. A Guest Services Officer is responsible for handling inquiries, reservations, and any issues guests may encounter during their stay. They work closely with other departments to facilitate services and ensure that the guests' needs are met promptly and efficiently. The ideal candidate should possess a warm and welcoming demeanor, as well as a passion for customer service. Working in a fast-paced environment, the Guest Services Officer is crucial in establishing a positive reputation for the hotel or resort, contributing significantly to guest satisfaction and their return visits.

Responsibilities

• Greet guests upon arrival and ensure a welcoming experience starts promptly.
• Manage check-ins and check-outs smoothly and efficiently for all guests.
• Address guests' inquiries and complaints with patience and professionalism.
• Coordinate with housekeeping to ensure rooms are ready and in pristine condition.
• Provide information on local attractions, amenities, and services offered by the establishment.
• Assist in booking reservations and managing room availability effectively.
• Maintain records of guests’ comments or complaints for future reference and improvement.
• Handle billing and payments accurately to avoid discrepancies and errors.
• Plant surprise enhancements to guests' experiences for special occasions or VIPs.
• Facilitate communication between guests and hotel staff, resolver logistical issues promptly.
• Stay informed about updates in services, policies, or local events to assist guests better.
• Assist in emergency procedures, ensuring safety exits and protocols are communicated clearly.

Requirements

• High school diploma or equivalent; hospitality degree preferred.
• Previous experience in customer service or hospitality roles is an asset.
• Strong communication skills, both verbal and written, required.
• Excellent problem-solving abilities and conflict resolution skills essential.
• Proficiency in using computer systems including reservation and point-of-sale software.
• Ability to work flexible hours, including weekends and holidays, as needed.
• Friendly demeanor with a customer-focused attitude and attention to detail.