Guest Service Representative

Overview

Key responsibilities

• Greet and welcome guests upon arrival engaging with them in a professional and courteous manner
• Efficiently handle checkin and checkout procedures ensuring accuracy and timeliness
• Respond to guest inquiries and provide accurate information about the hotels services amenities and policies
• Coordinate with housekeeping and maintenance staff to fulfill guest requests and resolve issues
• Maintain a professional and tidy lobby and reception area
• Process payments and handle cash and credit card transactions
• Assist in managing reservations and room assignments to optimize occupancy levels
• Handle phone calls reservations and cancellations with professionalism and efficiency
• Provide personalized service and assistance to guests with special requests or needs
• Deliver room service orders and additional amenities to guest rooms as needed
• Anticipate and address guest concerns and complaints in a timely and effective manner
• Collaborate with other departments to ensure seamless guest experiences
• Upsell hotel services and amenities to enhance the guest experience and increase revenue
• Adhere to all safety and security procedures to maintain a safe environment for guests and staff
• Assist in maintaining accurate records and documentation related to guest interactions and transactions

Required qualifications

• High school diploma or equivalent; degree in Hospitality or related field is a plus
• Proven experience in a customer service role preferably in a hotel or hospitality setting
• Excellent verbal and written communication skills
• Ability to multitask and prioritize tasks effectively in a fastpaced environment
• Strong problemsolving abilities and a proactive approach to guest satisfaction
• Proficiency in using reservation and hotel management software is advantageous
• Basic math skills and the ability to handle financial transactions accurately
• Positive and engaging personality with a passion for delivering exceptional service
• Flexibility to work various shifts including weekends and holidays
• Attention to detail and the ability to maintain a professional appearance at all times
• Understanding of hotel operations and the ability to provide valuable recommendations to guests
• Ability to work collaboratively in a team environment and adapt to changing needs
• Knowledge of local attractions and points of interest to assist guests with recommendations
• Familiarity with safety and security protocols to ensure the wellbeing of all guests and staff
• A commitment to upholding the values and standards of the establishment

problem-solving,verbal and written communication,reservation management,hotel asset management,safety and security protocols,financial transactions,communication skills,multitasking,organizational skills,recommendations,hospitality management,customer service