Guest Service Representative / Front Desk Agent

About this role

• Job Overview: The Guest Service Representative / Front Desk Agent at Encore Hospitality is the primary point of contact for guests upon arrival and throughout their stay.
• This role involves managing check-ins and check-outs, addressing guest inquiries, handling reservations, and providing exceptional customer service to ensure a positive guest experience.
• The Guest Service Representative is crucial in creating a welcoming atmosphere and addressing any issues or special requests that may arise.
• Key Responsibilities: Guest Check-In/Check-Out: Greet guests warmly upon arrival and check them in efficiently, verifying their reservation details and handling payment.
• Provide guests with key information about their room and hotel amenities.
• Process guest check-outs, review final bills, and handle any discrepancies or adjustments as needed.
• Reservations & Room Management: Manage room reservations and cancellations, including handling booking changes and special requests.
• Assist guests with room assignments, ensuring they are satisfied with their accommodations.
• Coordinate with housekeeping and maintenance to ensure rooms are ready for incoming guests and address any room-related issues.
• Customer Service & Communication: Provide exceptional customer service by addressing guest inquiries, concerns, and special requests in a friendly and professional manner.
• Respond promptly to phone calls, emails, and other communications, offering assistance and resolving issues as required.
• Maintain a positive and professional demeanor, ensuring guests feel valued and well-cared for throughout their stay.
• Handling Guest Issues: Resolve guest complaints and concerns with empathy and efficiency, escalating issues to management when necessary.
• Follow up with guests to ensure that their issues have been addressed satisfactorily and that they are enjoying their stay.
• Administrative Tasks: Accurately complete all necessary paperwork, including guest registration forms and billing information.
• Maintain accurate records of guest information, reservations, and transactions.
• Perform nightly audits, reconcile cash drawers, and prepare reports as required.
• Hotel Information & Recommendations: Provide guests with information about hotel services, amenities, and local attractions.
• Offer recommendations for dining, entertainment, and activities in the surrounding area based on guest preferences.
• Safety & Security: Ensure the safety and security of guests and hotel property by monitoring access and reporting any suspicious activities or safety hazards.

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