Guest Service Representative

LBA Hospitality; Orlando (FL); On-site; USD 25,000 - 35,000; Full time

Job summary

Join a leading hospitality company as a Guest Service Representative, where you'll provide excellent guest service, promote hotel amenities, and ensure guest satisfaction. This role requires strong communication skills and the ability to multitask in a fast-paced environment. Advancement opportunities are available for those demonstrating leadership potential.

Qualifications

• Experience in service, sales, telesales, or guest relations is helpful.
• Must speak and read English; additional language skills may be helpful.

Responsibilities

• Greet, register, assign rooms, and maintain guest privacy.
• Promote and sell hotel services and amenities.
• Coordinate with housekeeping and other departments regarding guest needs.

Skills

Communication

Multitasking

Professionalism

Tools

Property Management System

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; follow 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 Position Requirements

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

Knowledge, Skills, and Abilities

Knowledge in

• Property details, staff, services, hours, room types, rates, discounts.
• Frequent Stay Program, reservations procedures, cancellations, guest walking procedures.
• Phone etiquette, inquiry handling regarding shopping, dining, entertainment, travel directions.
• Daily hotel operations, updates on events and procedures.
• Manager on Duty functions when scheduled.

Skills

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

Abilities

• Multitask while maintaining guest service focus.
• Communicate effectively with guests and co-workers via various message mediums.
• Assist with guest issues professionally and hospitably.

Specific Responsibilities

• Greet, register, assign rooms, maintain guest privacy, accommodate special requests.
• Promote and sell hotel services/amenities.
• Encourage repeat business and take future reservations.
• Identify sales leads during guest interactions and report accordingly.
• Coordinate with housekeeping and other departments regarding guest needs.
• Verify credit card validity, utilize PMS, and balance financial transactions.
• Assist in food & beverage 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 to management.
• Maintain alcohol service certification if applicable.
• Work flexible hours, including evenings and weekends.
• Use communication logs effectively.
• Maintain stock and cleanliness in the market area.
• Perform other duties as assigned within capability.

Working Conditions and Requirements

Stand and walk for long periods, follow laundry procedures, assist with linen folding as needed.

Advancement Opportunities

Potential to advance into training roles, leadership positions such as AGM or GSM, with the ability to teach skills and competencies.

Disclaimer

Descriptions are general and not exhaustive. Duties outside normal responsibilities may be required as needed.