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Customer Experience Ambassador
2 weeks ago
Job Title: Guest Service Representative
We are seeking an experienced and skilled Guest Service Representative to join our team.
About the Role:
The Guest Service Representative is responsible for delivering exceptional customer service to our guests. This involves anticipating and meeting their needs, ensuring their room requirements are fulfilled, maintaining a high standard of service, and adhering to hotel policies and procedures.
Key Responsibilities:
- Anticipate and attend to guest's needs and desires immediately.
- Offer a warm and friendly greeting to hotel guests as they enter and depart from the Hotel.
- Check guests in and out with efficiency and friendliness and in accordance with established Hotel procedural guidelines.
- Process daily guest transactions and accounts accurately and efficiently.
- Work with Housekeeping, Reservations, and Maintenance departments to ensure rooms are properly prepared for arriving guests.
- Communicate any guest special requests to appropriate departments and follow up to ensure the request has been fulfilled.
- Promptly action all guest messages and facsimiles.
- Communicate any pertinent guest comments, particularly guest complaints, to Hotel management.
- Be fully conversant with information on the area as a destination, services available at and through the hotel, and any special events taking place in the area.
- Have a full working knowledge of current room rates and packages available at the Hotel.
- Book, update, amend, and file all reservations accurately and in a timely manner.
- Participate in rostered theoretical and on-the-job training sessions.
- Comply with all of the hotel's operational policies & procedures.
- Maintain a clean & safe working environment.
- Have a full knowledge of, and practice all of the hotel's established workplace health and safety guidelines (WH&S).
- Adhere to all established cashiering policies and procedures.
- Ensure the protection and maintenance of all operating equipment.
- Complete all assigned opening and closing duties.
- Assist telephonists and back office personnel when required.
