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Title
Text copied to clipboard!Guest Services Representative
Description
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We are looking for a dedicated and enthusiastic Guest Services Representative to join our team. In this role, you will be the face of our company, providing first-class service to our guests and ensuring their experience is exceptional from start to finish. You will handle guest inquiries, provide information about our services and amenities, and resolve any issues with professionalism and a positive attitude. The ideal candidate will have a passion for customer service, excellent communication skills, and the ability to work well under pressure. You will play a key role in maintaining our reputation for outstanding guest service and contribute to our overall success. Your responsibilities will include greeting guests upon arrival, managing reservations, providing information about local attractions, and ensuring guest satisfaction throughout their stay. We are looking for someone who can anticipate guest needs, offer personalized service, and go above and beyond to make our guests feel valued and appreciated. If you have a knack for making people feel welcome and comfortable, and you're looking for an opportunity to be part of a dynamic and supportive team, we would love to hear from you.
Responsibilities
Text copied to clipboard!- Greet guests upon arrival and provide a warm welcome.
- Manage check-in and check-out processes efficiently.
- Answer guest inquiries regarding hotel services, facilities, and local attractions.
- Handle guest complaints and issues, providing immediate solutions or escalating to management as necessary.
- Coordinate with housekeeping and maintenance departments to ensure room readiness and address any guest needs or concerns.
- Process reservations, cancellations, and modifications promptly.
- Maintain accurate records of guest interactions, transactions, and feedback.
- Ensure the lobby and reception area are clean and presentable.
- Provide concierge services, including booking tours, transportation, and restaurant reservations.
- Collect and handle payments accurately.
- Ensure guest privacy and security by following hotel policies.
- Stay informed about hotel promotions, policies, and facilities.
- Assist in emergency situations according to hotel protocols.
- Participate in training and development sessions to improve service standards.
- Work collaboratively with the team to meet and exceed guest expectations.
- Provide personalized services to VIP guests and repeat visitors.
- Monitor guest satisfaction and contribute to improvement strategies.
- Promote hotel loyalty programs and special offers.
Requirements
Text copied to clipboard!- High school diploma or equivalent; degree in hospitality or related field preferred.
- Proven experience as a Guest Services Representative or similar role in hospitality.
- Excellent communication and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to work in a fast-paced environment and under pressure.
- Proficiency in hotel management software and MS Office.
- Fluency in English; additional languages are a plus.
- Customer service orientation with a problem-solving attitude.
- Flexibility to work in shifts, including weekends and holidays.
- Professional appearance and a friendly disposition.
- Attention to detail and accuracy.
- Knowledge of local attractions and activities.
- Ability to stand for extended periods.
- Team player with a positive attitude.
- Willingness to undergo training and learn new skills.
- Empathy and the ability to connect with guests from diverse backgrounds.
Potential interview questions
Text copied to clipboard!- Can you describe a time when you went above and beyond for a guest?
- How do you handle stressful situations, especially with difficult guests?
- What strategies do you use to manage your tasks during peak times?
- How do you stay informed about local attractions and events to recommend to guests?
- Can you give an example of how you handled a guest complaint in your previous role?
- What do you think is the most important quality in a Guest Services Representative?
- How do you ensure guest privacy and confidentiality?
- What experience do you have with hotel management software?
- How do you approach upselling hotel services or promotions to guests?
- What languages do you speak, and how have you used them in your professional experience?