Guest Service Representative

LBA Hospitality; North Carolina; On-site; USD 30,000 - 40,000; Full time

Job summary

An established industry player in hospitality is seeking a Guest Service Representative to provide exceptional service while adhering to company standards. This role involves greeting guests, managing reservations, and promoting hotel amenities. The ideal candidate will possess strong communication skills and a professional demeanor, ensuring a welcoming environment for all guests. Opportunities for advancement are available as you develop your skills in this dynamic role. If you are passionate about hospitality and eager to make a positive impact, this is the perfect opportunity for you.

Qualifications

• Experience in service or guest relations is helpful but not mandatory.
• Ability to speak and read English; knowledge of another language may be helpful.

Responsibilities

• Greet and register guests, assign rooms, and accommodate requests.
• Promote and sell hotel services/amenities to enhance guest experience.

Skills

Customer Service

Sales Skills

Communication Skills

Computer Literacy

Education

High School Diploma

Tools

Property Management Systems

Job description

Join to apply for the Guest Service Representative role at LBA Hospitality.

Provide excellent guest service in an efficient, courteous, and professional manner, following LBA standards of friendly hospitality while adhering to guidelines and procedures. Execute selling strategies to enhance hotel revenue.

Pre-requisites

Guest Service Representatives have access to guestrooms and property. Character traits of honesty and trustworthiness are essential. Associates must pass the appropriate security clearance, per company policy.

• Experience in service, sales, telesales, or guest relations is helpful but not mandatory.

Summary of Essential Job Functions

Must be able to perform major life activities: standing, lifting, bending, learning, reading, concentrating, thinking, and communicating.

Specific Requirements

• Push or pull 60 pounds; lift and carry 30 pounds.
• Stand for eight hours, bend, stretch, reach.
• See and hear.
• Speak and read English; knowledge of another language may be helpful.
• Display professionalism, honesty, and trustworthiness at all times.

Required Knowledge, Skills, and Abilities

Knowledge In

• Property details, staff, services, hours, rooms, rates, discounts.
• Frequent Stay Program, reservation procedures, cancellations, guest walking.
• Phone etiquette, inquiries about shopping, dining, entertainment, travel directions.
• Daily hotel operations, updates on events, procedures, and changes.
• Manager on Duty functions when necessary.

Skills

• Computer literacy for property management systems: posting charges, billing, payments.

Abilities

• Multitask while maintaining guest service focus.
• Communicate effectively with guests and co-workers via mail, phone, and messages.
• Handle guest issues professionally and hospitably.

Specific Responsibilities

• Greet and register guests, assign rooms, maintain privacy, accommodate requests.
• Promote and sell hotel services/amenities.
• Encourage repeat business, take future reservations, provide recommendations.
• Identify sales leads through guest interactions and report accordingly.
• Coordinate with housekeeping and departments on guest needs.
• Verify credit cards, learn and use PMS, balance transactions.
• Assist in F&B and property cleanliness as needed.
• Maintain a clean, professional lobby and dining area.
• Know emergency procedures thoroughly.
• Follow safety standards and report hazards.
• Report unusual occurrences or requests to management.
• Maintain alcohol service certification if applicable.
• Work flexible hours, including evenings and weekends.
• Use service recovery and communication logs.
• Maintain stock and cleanliness in the market area.
• Perform other duties as capable and assigned.

Working Conditions/Special Requirements

Standing and walking for extended periods, following laundry procedures, and assisting with linen folding.

Positions for Advancement

Potential for training roles leading to leadership positions such as AGM or GSM, based on skills development.

Disclaimer

Descriptions are general and not exhaustive. Duties may vary and additional responsibilities may be assigned as needed.