Guest Specialist (Front Desk Agent)

Profile Summary The uniqueness of The Vineta Hotel requires a Guest Specialist to make the most positive impact on our guests in the front office through consistent application of Oetker Hotels core practices to create a personalized and unparalleled arrival and departure experience for our guests. Responsibilities Efficiently manage the check-in and check-out process, ensuring a warm welcome and a smooth departure for all guests, creating an unsurpassed experience for our guests and team members. Manage reservations as needed through the hotel’s booking system, assisting guests with inquiries, changes, and cancellations. Handle PBX operations and taking in-room dining orders. Provide information on hotel amenities, services, and local attractions. Address guest inquiries and resolve any issues promptly and professionally. Collaborate with various departments, including housekeeping, engineering, and food and beverage, to fulfill guest requests and ensure a high standard of service. Promote hotel services and amenities effectively, upselling when appropriate. Process payments accurately, ensuring guests understand their charges and provide detailed billing as needed. Offer detailed personalized recommendations and make arrangements for dining, transportation, and activities to enhance the guest experience. Build rapport with guests, anticipating their needs and ensuring their comfort throughout their stay. Encourage guest feedback and address concerns or complaints with professionalism, ensuring guest satisfaction. Efficiently manage time to prioritize tasks and ensure timely service to our guests. Be sensitive to and understanding of diverse cultures and backgrounds, enhancing guest interactions. Maintain high standards of guest services as established by the Managing Director. Assist with responsibilities and duties in the absence of or due to heavy volume in the areas of bell services and lobby coverage. Prepare regular reports on guest feedback, service metrics, and maintain an accurate guest attention report. Follow cash handling and auditing procedures as outlined by the finance department. Ensure that proper procedures for dealing with guest illness or injury, system failures, fire alarms, robbery, security incidents and other emergencies are followed. Report unsafe conditions, as appropriate. Build morale and spirit, interact positively with hoteliers and guests, and take action to resolve problems to the satisfaction of all parties involved. Ensure that personal appearance and hygiene standards are an example for the team and reflect a professional image for our guests. Creatively execute strategies and drive results; originate and invent new ways to create unparalleled experiences for our guests and team members. Core Competencies Genuinely warm presence, friendly, sincere, and outgoing nature, leading by positive example to strive for service excellence and warm hospitality. Ability to apply conflict resolution and critical thinking skills in a collaborative environment. Self-motivated, decisive, responsible and driven to achieve goals. Strong organizational and interpersonal skills; exceptional oral and written communication skills. Ability to think independently, possess good judgment, proven problem-solving skills and effective decision-making skills. Guest-centric approach and extensive knowledge of hotel front office operations and luxury hospitality industry. Qualifications 2 years of guest services experience in the luxury hospitality industry (Preferred). College degree in Hospitality Management preferred or equivalent experience. Fluent in English; other languages considered an asset. Proficiency in Microsoft Office programs, hotel front office systems. Proficiency in Opera preferred. Ability to work flexible hours, including days, evenings, overnights, weekends, and holidays. Prolonged periods of sitting at a desk and working on a computer. Must be able to reach, bend, balance and transport various objects weighing up to 15 lbs. repeatedly during a shift. Physical Requirements Must be able to reach, bend, balance and transport various objects weighing up to 15 lbs. repeatedly during a shift. Benefits Competitive Salary Employer paid health benefits package 401(k) plan matching program Comprehensive overall compensation package (PTO, holidays) Excellent Training and Development opportunities with Oetker Hotels Complimentary Hotelier Meals Complimentary Dry Cleaning The Vineta Hotel is an Equal Opportunity, Affi… Minorities, women, veterans, and individuals with disabilities are encouraged to apply. To access the 'EEOC is The Law' Information poster please visit this website - #J-18808-Ljbffr