The Front Desk is often the first point of contact and the first impression for guests.
Warm, knowledgeable service and helpful guidance reassure guests they have made the right choice to stay with us.
To deliver a great guest experience as a Guest Services Representative will check in and out guests efficiently, and make sure they have all they need for a great stay.
We are looking for a One Part time Guest Service representative.
Must be able to work Friday, Saturday and Sunday 3pm-11pm.
Must have OPERA PMS experience.
Duties and responsibilities
Welcome guests in a friendly, prompt and professional manner recognizing IHG Rewards Club Members and also returning guests
Check guests in, issue room keys, provide information on hotel services and room location
Ensure required identification is taken from guests at check-in in line with local legislative requirements
Answer phones in a prompt and courteous manner
Up-sell rooms where possible to maximize hotel revenue
Answer, record and process all guest calls, messages, requests, questions or concerns
Record guest preferences in the system
Check guests out, including resolving any late or disputed charges
Accurately process all cash and credit card transactions using established procedures
Issue, control and release guest safe-deposit boxes in line with hotel procedures
Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
Take action to solve guest problems/complaints using appropriate service recovery guidelines
Follow established hotel safety protocols and procedures at all times.
Immediately report any health and safety incident, security breaches, concerns or suspicious behavior to the supervisor or manager on duty
May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel; process cancellations, revisions, and information updates on change.
Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
MUST BE ABLE TO WORK WEEKENDS, and Holidays.
Must be able to work 3pm-11pm
Qualifications and requirements High School diploma /Secondary qualification or equivalent.
One year front desk/guest service experience strongly preferred.
Proficiency in Opera/Fidelio is preferred but not essential.
Some college/university preferred.
Must speak fluent local language.
Additional language skills preferred but not required depending on location of hotel.
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