Front Desk Agent/Guest Services Representative

24-7 Hotel Management; Hampton (VA); Hybrid; USD 30,000 - 36,000; Full time

Job summary

24-7 Hotel Management is seeking a Guest Services Agent to deliver exceptional experiences at the front desk and beyond, engaging guests with a warm, professional demeanor. The role involves facilitating check-ins/outs, answering service inquiries, and guiding guests to local attractions to ensure a memorable stay.

Candidates should excel in interpersonal communications, multitasking in a fast-paced environment, and maintaining accurate guest records while upholding brand standards for service

Qualifications

• Friendliness and professionalism when interacting with guests.
• Ability to communicate with staff and guests from diverse backgrounds.
• Knowledge of local events and attractions to make recommendations.
• Willingness and ability to multitask as daily priorities change.
• Commitment to delivering exceptional guest experiences.

Responsibilities

• Check-in and check-out guests with a positive experience.
• Greet, register, and assign rooms in a warm, professional manner.
• Answer inquiries about hotel services, dining, and directions.
• Keep records of room availability and guest accounts; manage reservations.
• Post charges and handle payments accurately; assist with mail and messages.

Skills

Exceptional interpersonal skills

Effective communication

Local events knowledge

Multitasking

Guest satisfaction focus

Verbal and written communication

Job description

Job Description:

Are the one one who loves interacting with people? Love talking and mingling? Love to see the smiles on peoples faces when you have provided them with an exceptional experience? Find pleasure in helping others? Do you find satisfaction in seeing your team exceed their goals and even more so exceeding your own expectations? Then, this is your calling! Come learn the meaning of hospitality by being a part of our team! Our Guest Services agent take pride in providing an exceptional guest experience to all guest they encounter, whether behind the front desk or not. Providing the exceptional experience means that we constantly strive to go above and beyond, to do it right the first time and to exceed our guests expectations. Does that sound like you? Then join us!

Job Requirements:

• Be a champion for the hotel brand with training and certifications.
• Know your community, make recommendations for entertainment, dining etc.
• Interact with both internal and external guests with a pleasant, professional, and approachable demeanor
• Check-in and check-out guests while contributing to overall positive experience upon arrival and departure
• Greet, register, and assign rooms to guests in a friendly and warm manner.
• Issue room key and escort instructions to Bell Person or directly to guest, as appropriate, without announcing room numbers.
• Answer inquiries pertaining to hotel services, registration of guests and shopping, dining, entertainment and travel directions.
• Keep record of room availability and guest’s accounts.
• Make, confirm and cancel reservations for guests.
• Compute bill, collect payment, and makes change for guests.
• Post charges such as room, food, liquor or telephone by hand or machine, as appropriate.
• Date-stamp, sort and rack incoming mail and messages. Transmit and receive messages using equipment such as telephone, fax and switchboard.
• Understand and enforce the hotel company credit policies. Account for all cash and make deposits in accordance with hotel and company policies.
• If functioning in a Lead Capacity:
  • Take responsibility for assigned employees in the absence of the Supervisor,
  • Assign work and ensure proper performance of assigned employees.
• Make restaurant, transportation or entertainment reservations for guests, as needed
• Deposit guest’s valuables in hotel safe or safe-deposit box, as needed
• Order complimentary flowers or champagne for special guests
• Other duties as assigned

Necessary Skills:

• Exceptional interpersonal skills
• Ability to effectively communicate with staff and guests of varied cultural and ethnic backgrounds
• Knowledge of local events and points of interest to provide specialized knowledge to guests while using judgement to determine appropriate recommendations
• Willingness and ability to multitask and adapt as daily function changes from one objective to another as the business demands
• Focus on exceptional guest satisfaction and project this desire through positive interaction with guests while striving to provide an excellent experience for all guests, both internal and external
• Must be able to communicate effectively in both verbal and written form

Physical Requirements:

• Must be able to stand for extended periods of time
• Must be able to climb stairs
• Must be able to thrive in a fast-pace environment
• Must be able to use a ladder and step stool
• Must be able to lift up to 10 pounds frequently and 25 pounds periodically
• Must be able to pull up to 25 pounds occasionally
• Must have visual acuity to distinguish between objects both near and far (with or without corrective lenses)
• Must have sufficient manual dexterity and knowledge to interact with a switchboard and a computer keyboard (for instance)

24-7 Hotel Management provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Our Culture:

24-7 Hotel Management is a local company in the hospitality industry that maximizes our profit potential through training, support, and by creating a dynamic culture for our quality personnel. We have empowered our team members to execute their duties in a manner that ensures our Guests Come First, we sustain exceptional guest satisfaction by aggressively pursuing attention to detail and adding the “WOW” factor to every guest contact and adding TEAMWORK central to every endeavor.

Our company challenges every associate to strive for excellence through high performance and loyalty to our guests and our organization with an unwilling attitude to lower our standards or accept second best efforts from our personnel. 24-7 Hotel Management promotes innovation, initiative, creativity and constantly strives to improve ourselves.

Benefits:

24-7 Hotel Management offers a safe and stable work environment with an open-door policy, paid vacation, paid training, supplemental health, vision, dental and life insurance; and discounted room nights when traveling in our family of hotels.