Guest Service Representative

Job Description

Job Description

Front Desk Representative

Presidential Hospitality in Rapid City is looking for a reliable Guest Service Agent with verifiable customer service experience. 

Presidential Hospitality owns and operates a portfolio of six hotels located in North and South Dakota under the Choice and Wyndham family of brands, providing guests with top-notch accommodations and a high level of service. At our core, we believe that people are the foundation of our success, which is why we are committed to providing exceptional experiences for both our guests and employees. From training and development programs to competitive compensation and benefits packages, we strive to create a supportive and inclusive workplace culture that values diversity and empowers our team to provide exceptional service.

As a Guest Service Agent with Presidential Hospitality, you will be responsible for providing a wide range of support to our guests. You will be the first point of contact and manage all aspects of their accommodation. You will greet and greet guests, check-in/out and inquire on reservations. You will assist with the check-out process by answering phones, checking out packages and collecting payment. You will also assist in the guest checkout process by entering guest information into the computer, processing payments, and issuing receipts. You will ensure that all guest needs are met, and that the hotel is clean and orderly. To do this, you must have excellent customer service skills, a strong work ethic and be able to work independently or as part of a team. If you have a knack for customer service and work experience in the hotel industry, we’d like to meet you. Ultimately, you will help create a pleasant and memorable stay for our guests.

Responsibilities

• Perform all check-in and check-out tasks.
• Manage online and phone reservations.
• Inform customers about payment methods and verify their credit card data.
• Register guests collecting necessary information (like contact details and exact dates of their stay)
• Welcome guests upon their arrival and assign rooms.
• Provide information about our hotel, available rooms, rates, and amenities.
• Respond to clients’ complaints in a timely and professional manner.
• Learn and utilize the Signature Call Script with every phone call.
• Liaise with our housekeeping staff to ensure all rooms are clean, tidy and fully furnished to accommodate guests’ needs.
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests.
• Upsell additional facilities and services, when appropriate.
• Maintain updated records of bookings and payments.
• And any other tasks assigned by your supervisor

Qualifications

• Work experience as a Hotel Front Desk Agent, Receptionist, or similar role
• Experience with hotel reservations software
• Understanding of how travel planning websites operate, like Booking and TripAdvisor
• Customer service attitude
• Excellent communication and organizational skills
• Phone etiquette and utilize a script with every phone call.
• Ability to multi-task in a fast-paced environment where you must remain calm under pressure while working with urgency to get transactions completed in a timely manner.
• Lift up to 30lbs, repeated bending and stooping, and stand for long periods of time.