Guest Services Representative, Hotel Front Desk
Overview
You will own the front desk experience for a 300-room property, ensuring every guest feels welcomed from arrival to departure. You will work within a team of 10 associates, reporting to the Front Office Manager, and collaborate with housekeeping, reservations, and maintenance to deliver seamless stays. This role stands out for its focus on personal connection and problem-solving in a high-end hospitality setting.
What You'll Do8
- 1Execute check-in and check-out for up to 100 guests per shift, handling payments and room assignments with accuracy.
- 2Resolve guest issues on the spot, from room changes to billing disputes, using Opera PMS and your judgment.
- 3Answer phone calls and respond to guest requests for reservations, amenities, or local directions within 3 rings.
- 4Promote the World of Hyatt loyalty program at check-in, aiming to enroll 20 new members per week.
- 5Maintain a spotless lobby and reception area, following daily checklists to ensure first impressions are flawless.
- 6Coordinate with housekeeping and maintenance to fulfill special requests like rollaway beds or room service.
- 7Secure guest rooms and valuables using key control protocols and safety deposit box procedures.
- 8Balance your cash drawer at the end of each shift within $10 variance, following hotel financial controls.
Requirements8
- 11+ years in guest service, hotel, or front desk roles, with a preference for 3-5 years in hospitality.
- 2High school diploma or GED required; a college degree in hospitality or business is a plus.
- 3Math proficiency for handling cash, change, and deposits with a calculator.
- 4Clear English communication skills for phone and in-person interactions with guests and staff.
- 5Ability to multitask and prioritize in a high-paced environment, handling multiple check-ins simultaneously.
- 6Professional appearance and grooming, adhering to hotel uniform standards.
- 7Physical stamina to stand for 8-hour shifts, lift up to 25 lbs of supplies, and climb stairs as needed.
- 8Basic computer skills with PMS or Opera experience preferred.
Salary Insight
$33 - $37k per year
Location
Required Skills
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