Guest Service Representative​/Front Desk Agent

Job Overview:

The Guest Service Representative / Front Desk Agent at Encore Hospitality is the primary point of contact for guests upon arrival and throughout their stay. This role involves managing check-ins and check-outs, addressing guest inquiries, handling reservations, and providing exceptional customer service to ensure a positive guest experience. The Guest Service Representative is crucial in creating a welcoming atmosphere and addressing any issues or special requests that may arise.

• Guest Check-In/Check-Out:
  • Greet guests warmly upon arrival and check them in efficiently, verifying their reservation details and handling payment.
  • Provide guests with key information about their room and hotel amenities.
  • Process guest check-outs, review final bills, and handle any discrepancies or adjustments as needed.
• Reservations & Room Management:
  • Manage room reservations and cancellations, including handling booking changes and special requests.
  • Assist guests with room assignments, ensuring they are satisfied with their accommodations.
  • Coordinate with housekeeping and maintenance to ensure rooms are ready for incoming guests and address any room-related issues.
• Customer Service & Communication:
  • Provide exceptional customer service by addressing guest inquiries, concerns, and special requests in a friendly and professional manner.
  • Respond promptly to phone calls, emails, and other communications, offering assistance and resolving issues as required.
  • Maintain a positive and professional demeanor, ensuring guests feel valued and well-cared for throughout their stay.
• Handling Guest Issues:
  • Resolve guest complaints and concerns with empathy and efficiency, escalating issues to management when necessary.
  • Follow up with guests to ensure that their issues have been addressed satisfactorily and that they are enjoying their stay.
• Administrative Tasks:
  • Accurately complete all necessary paperwork, including guest registration forms and billing information.
  • Maintain accurate records of guest information, reservations, and transactions.
  • Perform nightly audits, reconcile cash drawers, and prepare reports as required.
• Hotel Information & Recommendations:
  • Provide guests with information about hotel services, amenities, and local attractions.
  • Offer recommendations for dining, entertainment, and activities in the surrounding area based on guest preferences.
• Safety & Security:
  • Ensure the safety and security of guests and hotel property by monitoring access and reporting any suspicious activities or safety hazards.
  • Adhere to emergency procedures and assist guests during emergency situations, such as fire alarms or medical incidents.
• Team
  
  Collaboration:
  
  
  • Work closely with other hotel departments, including housekeeping, maintenance, and food and beverage, to ensure seamless operations and guest satisfaction.
  • Communicate effectively with team members and management to address any operational issues or guest needs.
• Transportation / Shuttle Driver:
  • Safely transport hotel guests to and from DFW International Airport and other approved locations.
  • Follow the hotel's established shuttle schedule and respond to scheduled transportation requests.
  • Monitor and communicate with the Front Desk regarding guest transportation needs and pickup requests.
  • Assist guests with luggage and provide courteous, professional service.
  • Follow all airport transportation procedures and designated pickup/drop-off locations.
  • Conduct vehicle inspections before and after each shift and report any maintenance or safety concerns immediately.
  • Keep the shuttle clean, organized, fueled, and presentable at all times.
  • Maintain accurate transportation logs, mileage, fuel, and other required records.
  • Follow all traffic laws, airport regulations, hotel policies, and safety procedures.
  • Communicate delays, traffic issues, vehicle problems, or guest concerns to management promptly.
  • Maintain a professional appearance and wear the required hotel uniform and name tag.
  • Greet guests warmly and provide information about the hotel, airport, shuttle schedule, and local area when requested.