Overview
As a Guest Service Representative, you will play a crucial role in ensuring a positive and memorable experience for our guests. Your responsibilities will include providing excellent customer service, addressing guest inquiries and concerns, and facilitating the check-in and check-out processes. Attention to detail, exceptional communication skills, and the ability to problem-solve effectively are essential for success in this role. You will collaborate with various teams to coordinate guest requests and ensure their needs are met, contributing to the overall success and reputation of our establishment.
Key responsibilities
- Greet and welcome guests upon arrival, engaging with them in a professional and courteous manner
- Efficiently handle check-in and check-out procedures, ensuring accuracy and timeliness
- Respond to guest inquiries and provide accurate information about the hotel's services, amenities, and policies
- Coordinate with housekeeping and maintenance staff to fulfill guest requests and resolve issues
- Maintain a professional and tidy lobby and reception area
- Process payments and handle cash and credit card transactions
- Assist in managing reservations and room assignments to optimize occupancy levels
- Handle phone calls, reservations, and cancellations with professionalism and efficiency
- Provide personalized service and assistance to guests with special requests or needs
- Deliver room service orders and additional amenities to guest rooms as needed
- Anticipate and address guest concerns and complaints in a timely and effective manner
- Collaborate with other departments to ensure seamless guest experiences
- Upsell hotel services and amenities to enhance the guest experience and increase revenue
- Adhere to all safety and security procedures to maintain a safe environment for guests and staff
- Assist in maintaining accurate records and documentation related to guest interactions and transactions
Required Qualifications
- High school diploma or equivalent; degree in Hospitality or related field is a plus
- Proven experience in a customer service role, preferably in a hotel or hospitality setting
- Excellent verbal and written communication skills
- Ability to multitask and prioritize tasks effectively in a fast-paced environment
- Strong problem-solving abilities and a proactive approach to guest satisfaction
- Proficiency in using reservation and hotel management software is advantageous
- Basic math skills and the ability to handle financial transactions accurately
- Positive and engaging personality with a passion for delivering exceptional service
- Flexibility to work various shifts, including weekends and holidays
- Attention to detail and the ability to maintain a professional appearance at all times
- Understanding of hotel operations and the ability to provide valuable recommendations to guests
- Ability to work collaboratively in a team environment and adapt to changing needs
- Knowledge of local attractions and points of interest to assist guests with recommendations
- Familiarity with safety and security protocols to ensure the well-being of all guests and staff
- A commitment to upholding the values and standards of the establishment
Skills: communication,collaboration,multitasking,flexibility,safety and security protocols,safety protocols,hotel asset management,hospitality,verbal and written communication,hospitality management,customer service,recommendations,attention to detail,organizational skills,financial transactions,communication skills,reservation management,problem-solving
