About the Guest Services Position
DoubleTree by Hilton Front Royal -- We're looking for a friendly, team-oriented Front Desk Representative to be the first point of contact for all of our on-site visitors. You'll be maintaining and executing on all receptionist and clerical duties at the desk of our main entrance.
The ideal candidate will have a friendly, easygoing personality in addition to being perceptive and disciplined. You should be able to deal with complaints, learn quickly, and give accurate information. A customer-oriented approach is essential.
We want you to make our guests and visitors feel appreciated and valued while on our premises.
Guest Services Responsibilities
- Greet and welcome guests upon arrival.
- Register guests into the computer, verifying reservation, address, and credit information.
- Promote the Guest Loyalty Program and provide recognition and benefits to all present members.
- Accept payment for guests’ accounts both at the time of registration and at checkout.
- Maintain a house bank and make a deposit and accurate report of receipts daily.
- Cash checks and exchange currency for guests.
- Answer phone in a timely manner.
- Respond & process requests for late check outs, room changes, lock-outs, billing inquiries, and extension of stay.
- Keep activity log updated to allow for proper follow-up.
- Ensure guest satisfaction
- Issue key to and control entrance of safety deposit boxes.
- Post miscellaneous charges as requested.
- Assist in handling mail and facsimiles and providing guest with information regarding hotel facilities and local attractions.
- Book reservations for those guests who approach the Front Desk.
Guest Services Requirements
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Familiarity with office machines (e.g. fax, printer etc.)
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Knowledge of office management and basic bookkeeping
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Proficient in English (oral and written)
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Excellent knowledge of MS Office (especially Excel and Word)
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Strong communication and people skills
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Good organizational and multi-tasking abilities
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Problem-solving skills
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Customer service orientation
- High School diploma; additional qualifications will be a plus