What are the responsibilities and job description for the Guest Service Representative position at Motel 6?
Job Summary: The Guest Service Representative is the first point of contact for guests in a hospitality setting. This role is responsible for providing exceptional customer service, addressing guest inquiries, and ensuring a positive guest experience throughout their stay.
Key Responsibilities:
- Greet and welcome guests upon arrival in a friendly and professional manner.
- Check-in and check-out guests accurately and efficiently, handling all related paperwork.
- Respond to guest inquiries regarding amenities, services, and local attractions.
- Assist with reservations and modifications through various channels (phone, email, online).
- Handle guest complaints and concerns with empathy and seek resolution to ensure satisfaction.
- Maintain accurate records of guest interactions and transactions in the property management system.
- Collaborate with housekeeping and maintenance teams to ensure guest accommodations are up to standard.
- Provide information regarding hotel policies, procedures, and emergency protocols.
- Uphold a high standard of cleanliness and organization in the front desk area.
Qualifications:
- High school diploma or equivalent; additional education in hospitality or related field is a plus.
- Previous experience in a customer service role, preferably in the hospitality industry.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities and attention to detail.
- Proficient in using computer systems and software applications related to hotel operations.
- Ability to work flexible hours, including evenings, weekends, and holidays.
Skills:
- Customer-focused with a friendly and approachable demeanor.
- Ability to multitask and manage time effectively.
- Professional appearance and behavior.
- Knowledge of local area and attractions is an advantage.
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