GUEST SERVICE REPRESENTATIVE: Guest Service Representative is one of the guests’ first impressions of the resort and this person holds a very important role. As guest Service Representative you set the tone, pace, and vibe of the resort from the start. You will handle all aspects of front office work and guest service during the guest's stay ensuring total and complete satisfaction. Reliability and trustworthiness in managing duties and responsibilities. The ability to work with minimal supervision while maintaining a high level of performance is essential for success in this role. Guest Service Representative should have excellent communication and interpersonal skills, be calm in any situation that arises during shifts. Maintain high composure in resolving any issues and communicate with the General Manager any guests’ concerns or issues that need to be addressed or resolved in a timely manner. GUEST SERVICE
REPRESENTATIVE DUTIES & RESPONSIBILITIES:
A Guest Service Representative has many duties and responsibilities, including: Greeting guests: Eden House excels in providing a welcoming and professional first impression to each guest. Guest Service Representative are expected to perform this task without any hindrance.
Guest Registrations: Check guests in and out efficiently. Compare information of guests from online check-in (Akia) and actual information provided by guests upon arrival for accuracy. Review all charges during and before guests’ departure day. Manages the rooming calendar making sure all current and future reservations have room assignments.
Reservations: Guest Service Representative are expected to handle bookings, cancellations, and special requests. Communicate any request to the corresponding department. Communicate any refunds to the General Manager for approval. Providing information: Our resort is known to have a wealth of information, Guest Service Representative are expected to be able to offer details about the hotel's services, amenities, and local attractions.
Assisting guests: Help with luggage, transportation, and other requests. Able to lift 30lbs.
Handling complaints: Respond to guest complaints and resolve issues promptly. During each shift, FD Agent are expected to resolve every issue without hesitation. If the complaint needs to be addressed to the General Manager, the Agent is expected to communicate with the General Manager in a timely manner.
Promoting the hotel: Promote the hotel's services and amenities and upselling products. Offers option of upgrade when situation permit. Bike Rentals and Gift Shop.
Collaborating with other departments: Work with housekeeping, maintenance, and other departments to meet guests' needs, especially issues that need to be addressed immediately.
Maintaining the front desk: Keep the front desk area, lobby, and reception desk clean and organized. Avoid leaving any task to the next person that can cause delay in providing great customer service to guests. For more accurate and effective communication, a To Do List is provided for every shift to follow.
Processing payments: Handle cash and maintain accurate financial records. Handles OTAs charges to make sure monthly reconciliation will be 100% accurate. Communicate any refunds due at the end of the shift.
Managing tasks: Prioritize and manage tasks, such as delivering messages, arranging tours or any other request of the guest, and handling mail and packages.
Guest Communication: Guest Service Representative is responsible for replying to any guest inquiry via email and any other platform for messaging that is used by the hotel (Akia, team messaging, and OTA messaging).
Cash Drawer: Balances cash drawer by counting cash at beginning and end of work shift.
Report: Guest Service Representative is expected to submit end of shift report emails to the General Manager and incoming Guest Service Representative for better communication progress.
Collaborate with the Eden Team on each shift. Maintain positive relationships with hotel employees and guests. Capacity to work independently as well as collaboratively within a team environment. Maintain a positive attitude and a strong work ethic to contribute to a pleasant working environment.
Perform all other work that the Manager and or Supervisors will assign as task of the day.
Flexibility: to work various shifts, including weekends and holidays. Eden House operates 365 days a year, 24/7. Flexibility is a must!
Pay: $19.00 - $20.00 per hour
Expected hours: 15.0 – 20.0 per week
Work Location: In person
