Guest Services Agent
Description:
About the Guest Services Position
DoubleTree by Hilton Front Royal -- We're looking for a friendly, team-oriented Front Desk Representative to be the first point of contact for all of our on-site visitors. You'll be maintaining and executing on all receptionist and clerical duties at the desk of our main entrance.
The ideal candidate will have a friendly, easygoing personality in addition to being perceptive and disciplined. You should be able to deal with complaints, learn quickly, and give accurate information. A customer-oriented approach is essential.
We want you to make our guests and visitors feel appreciated and valued while on our premises.
Guest Services Responsibilities
Greet and welcome guests upon arrival.
Register guests into the computer, verifying reservation, address, and credit information.
Promote the Guest Loyalty Program and provide recognition and benefits to all present members.
Accept payment for guests' accounts both at the time of registration and at checkout.
Maintain a house bank and make a deposit and accurate report of receipts daily.
Cash checks and exchange currency for guests.
Answer phone in a timely manner.
Respond & process requests for late check outs, room changes, lock-outs, billing inquiries, and extension of stay.
Keep activity log updated to allow for proper follow-up.
Ensure guest satisfaction
Issue key to and control entrance of safety deposit boxes.
Post miscellaneous charges as requested.
Assist in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
Book reservations for those guests who approach the Front Desk.
Guest Services Requirements
Familiarity with office machines (e.g. fax, printer etc.)
Knowledge of office management and basic bookkeeping
Proficient in English (oral and written)
Excellent knowledge of MS Office (especially Excel and Word)
Strong communication and people skills
Good organizational and multi-tasking abilities
Problem-solving skills
Customer service orientation
High School diploma; additional qualifications will be a plus