Position: Guest Services Representative
Reports To: Front Desk Manager/Front Office Manager/Assistant General Manager
Essential Responsibilities:
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
- 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
- Up-sell additional facilities and services, when appropriate
- Maintain updated records of bookings and payments
Skills
- Work experience as a Hotel Front Desk Agent, Receptionist or similar role
- Experience with hotel reservations software, like StayPMS and Onity Key Solutions.
- Understanding of how travel planning websites operate, like Expedia, Booking.com and TripAdvisor
- Customer service attitude
- Excellent communication and organizational skills
- Degree in hotel management is a plus
Physical Demands:
Standing for varying lengths of time while operating the computer with frequent stretching, talking, hearing, smiling.