Guest Service Agent (GSA) at WW Luxury Apartments

Job Summary:

The Guest Service Agent serves as the primary point of contact for guests, providing exceptional customer service and ensuring a smooth and pleasant experience throughout their stay. This role involves handling reservations, check-ins, check-outs, and addressing guest inquiries and concerns effectively.

Key Responsibilities:

• Guest Engagement: Warmly welcome guests upon arrival, providing a friendly and professional first impression. Anticipate guests\' needs and respond to inquiries promptly.
• Reservations Management: Handle guest reservations, including bookings and cancellations, using the property management system (PMS). Confirm and update information as needed.
• Check-In and Check-Out: Manage the check-in and check-out process efficiently, ensuring all necessary documentation is completed and that guests receive all relevant information about the property and their stay.
• Billing and Payments: Process payments accurately for room charges, services, and any additional expenses. Provide accurate billing information and resolve discrepancies as necessary.
• Concierge Services: Assist guests with special requests, such as arranging transportation, recommending dining options, booking activities, and providing information about local attractions and events.
• Problem Resolution: Address guest concerns and complaints promptly and professionally, using problem-solving skills to ensure guest satisfaction and retention.
• Communication: Relay important guest information and feedback to management and relevant departments to enhance guest experiences and operational efficiency.
• Maintain Records: Keep accurate and organized records of guest interactions, special requests, and feedback for future reference and reporting.
• Collaboration: Work closely with housekeeping, maintenance, and other departments to ensure guest needs are met and that the property runs smoothly.
• Safety and Security: Ensure compliance with hotel policies and procedures, including safety and security measures, to provide a safe environment for guests and staff.

Qualifications:

• Education: High school diploma or equivalent; a degree in Hospitality Management or a related field is a plus.
• Experience: Minimum of 2 years of experience in hotel management or a similar role. Previous experience in a customer service role, preferably in the hotel or hospitality industry.

Skills:

• Excellent communication and interpersonal skills, with a strong focus on customer service.
• Ability to multitask and work effectively in a fast-paced environment.
• Proficient in using property management systems (PMS) and other relevant software tools.
• Strong problem-solving skills with the ability to handle guest complaints and concerns professionally.
• Basic math skills for processing payments and handling cash.

Physical Requirements:

• Ability to stand for prolonged periods and lift moderate weights (e.g., luggage).
• Willingness to work flexible hours, including evenings, weekends, and holidays.

Working Conditions:

• Work in a hotel or resort environment, often involving interaction with guests and staff in a busy setting.
• Exposure to varying guest needs and potential stress related to high occupancy levels or busy check-in/check-out times.