What are the responsibilities and job description for the Guest Services Representative position at Lester Hospitality?
Reports To: Front Office Manager
Purpose for the Position:
As a Guest Service Representative, you will be the first point of contact for guests, providing them with a warm welcome and ensuring their needs are met throughout their stay. This position requires excellent customer service skills, effective communication, and the ability to handle various tasks simultaneously.
At the Holiday Inn, we want people who are friendly, welcoming and full of life; people who are always finding ways to make every guest’s experience an enjoyable one.
Essential Responsibilities:
- Guest Check-In and Check-Out:
- Greet guests upon arrival, check them in, and provide information about hotel amenities, services, and policies.
- Process guest check-outs efficiently, handling payment transactions, and issuing receipts.
- Reservation Handling:
- Assist guests with reservation inquiries, changes, and cancellations.
- Maintain accurate records of reservations and room assignments.
- Customer Service:
- Address guest inquiries, concerns, and requests promptly and professionally.
- Provide recommendations for local attractions, restaurants, and other points of interest.
- Communication:
- Answer phone calls, emails, and in-person inquiries from guests and potential guests.
- Relay messages and information to the appropriate department or staff member.
- Problem Resolution:
- Handle guest complaints and issues diplomatically, seeking solutions to ensure guest satisfaction.
- Coordinate with other hotel departments to resolve problems efficiently.
- Administrative Tasks:
- Maintain accurate and up-to-date records, including guest information, room availability, and financial transactions.
- Complete daily reports and tasks as assigned by management.
- Cash Handling:
- Handle cash, credit card, and other payment transactions accurately.
- Balance cash drawer at the end of each shift.
Qualifications:
- Education:
- High school diploma or equivalent; additional education in hospitality or related field is a plus.
- Experience:
- Previous experience in customer service or hospitality is desirable.
- Skills:
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Familiarity with hotel management software and basic computer proficiency.
- Professionalism:
- Courteous and professional demeanor.
- Ability to maintain composure in high-pressure situations.
- Flexibility:
- Willingness to work varying shifts, including weekends and holidays.