Guest Services Representative

Job Description

Job Description

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/hrJob TypePart-Time (20-25hrs p/wk) Shift ScheduleDays may vary based on business demandsWork settingOn premises

“EQUAL OPPORTUNITY EMPLOYER”