Guest Services Representative

Job Overview: The Guest Services Representative is the first point of contact for guests and is responsible for ensuring a warm, welcoming, and efficient experience. This role involves assisting with check-ins, check-outs, handling inquiries, and addressing guest concerns to ensure satisfaction and comfort during their stay. Key Responsibilities: Guest Interaction: Greet guests upon arrival and provide a welcoming atmosphere. Check guests in and out of the property, ensuring all information is accurately recorded. Answer guest inquiries, providing information about amenities, services, and the local area. Resolve guest complaints or issues in a timely, professional, and courteous manner. Communication: Answer phone calls and respond to emails or messages related to reservations, special requests, and general inquiries. Communicate guest needs to other departments (housekeeping, maintenance, etc.) as necessary. Ensure effective communication between shifts to provide continuous and smooth service. Administrative Tasks: Maintain accurate guest records and manage reservations using the property management system (PMS). Process payments, issue receipts, and handle cash or credit transactions. Assist with group bookings, special requests, and VIP guests as directed. Problem-Solving: Address guest concerns and complaints with professionalism and courtesy, ensuring a satisfactory resolution. Handle emergency situations calmly and efficiently, following company protocols. Guest Services: Provide guests with directions, recommendations, and information on local attractions, dining, and events. Assist with special requests such as transportation, wake-up calls, or room accommodations. Promote additional services such as upgrades, amenities, and packages. Team Collaboration: Work with team members to ensure a smooth operation and excellent guest experience. Assist in training new staff on guest service standards and operational procedures. Qualifications: High school diploma or equivalent (some positions may require a college degree). Previous experience in customer service, hospitality, or a similar field preferred. Excellent verbal and written communication skills. Strong problem-solving abilities and the ability to handle difficult situations calmly. Ability to work well under pressure and in a fast-paced environment. Proficiency in using computer systems, booking platforms, and other hotel software (knowledge of PMS preferred). Strong interpersonal skills and a friendly, professional demeanor. Ability to work flexible hours, including weekends, holidays, and nights. Preferred Qualifications: Experience with guest service management software or property management systems. Multilingual abilities are a plus. Previous experience in the hospitality or hotel industry is a plus. Physical Requirements: Ability to stand, sit, and walk for extended periods. Ability to lift up to 25 lbs (e.g., assisting with luggage or supplies). Must be able to perform duties in a fast-paced environment. Pay $20 p/hr Job Type Part-Time (20-25hrs p/wk) Shift Schedule Days may vary based on business demands Work setting On premises

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