Guest Services Representative

Job Description

Job Description

The Guest Services Representative plays a crucial role in ensuring an exceptional experience for guests by managing reservations, assisting with check-in and check-out processes, and providing timely information. Working within a small team, this role requires handling payment transactions, coordinating with other departments, and maintaining cleanliness and safety standards, including emergency response protocols. Proficiency in standard POS and Hotelkey systems is essential for efficient service delivery.

Responsibilities

• Assist guests with inquiries and provide accurate information
• Manage reservations and coordinate check-in/check-out processes
• Process payments using standard POS and Hotelkey systems
• Coordinate with various departments to meet guest needs
• Maintain cleanliness and organization of guest service areas
• Handle guest inquiries and resolve conflicts professionally
• Upsell services to enhance guest experience
• Keep accurate records of guest interactions and transactions
• Respond promptly and effectively to emergency situations following safety protocols

Preferred Qualifications

• 1+ years of experience in customer service
• High school diploma or equivalent
• Strong customer service and communication skills
• Conflict resolution and multitasking abilities
• Familiarity with reservation software and POS systems
• Attention to detail and problem-solving skills
• Teamwork and time management capabilities