Guest Services Associate - Front Office

Full-time - Entry Level

Accommodation

About the position

The position involves managing guest check-ins and check-outs, handling room assignments, and ensuring a smooth experience for guests at the hotel. The role requires effective communication with guests and staff, as well as the ability to manage various administrative tasks related to guest services and billing.

Responsibilities

• Process all guest check-ins and check-outs.
• Handle room assignments and late check-out requests.
• Secure payment and activate/reissue room keys.
• Ensure rates match market codes and document exceptions.
• Verify and adjust billing for guests.
• Communicate with staff regarding room availability for guests.
• Advise guests of messages and clear departures in the system.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork and documentation.
• Operate the telephone switchboard station.
• Run and check daily reports and credit card authorization reports.
• Supply guests with directions and information.
• Answer, record, and process all guest calls and requests, ensuring satisfaction.
• Arrange transportation for guests and visitors.
• Count and secure bank at the beginning and end of the shift.
• Cash guests' checks and process all payment types and vouchers.
• Notify Loss Prevention/Security of any theft reports.
• Follow company policies and report accidents or unsafe conditions.
• Maintain a clean and professional appearance and confidentiality of information.
• Welcome and acknowledge guests according to company standards.
• Anticipate and address guests' service needs, including assisting individuals with disabilities.
• Develop and maintain positive working relationships with team members.
• Comply with quality assurance standards.
• Stand, sit, or walk for extended periods and lift objects weighing up to 10 pounds.

Requirements

• High school diploma or G.E.D. equivalent.
• No related work experience required.
• No supervisory experience required.
• No specific license or certification required.