Title: Guest Services Representative
Property: Hotel 1928
Reports to: Assistant General Manager
Location: Waco, TX
ABOUT HOTEL 1928 In partnership with Magnolia, a Texas-based lifestyle brand led by Chip and Joanna Gaines, AJ Capital is transforming the Grand Karem Shrine building into an inspired hospitality experience for guests and residents of the Waco community. The historic property is currently being converted into Hotel 1928, which will include 33 guest rooms, three F&B outlets, over 6,600 square feet of meeting and event space, and a Magnolia concepted rooftop terrace. Originally built in 1928 and encompassing over 59,000 SF of space, the property was constructed as a Grand Shrine Temple and served as the home for the nobles of the Karem Shrine until 1995.
ABOUT THE ROLE The Guest Services Representative works the front desk of the hotel, greeting guests, checking them in and out, and assisting with any requests they may have. As a front desk guest services representative, your commitment to providing excellent customer service, coupled with your organizational and communication skills, contributes to the overall guest satisfaction and success of the hotel.
WHAT YOU WILL DO Guest Check-In and Check-Out: You warmly greet arriving guests, handle their check-in process efficiently, and provide them with key information about the hotel's amenities, services, and policies. During check-out, you ensure a smooth departure, handling billing and settling any outstanding charges. Reservations and Bookings: You assist guests with making room reservations, answering inquiries about room availability, rates, and special packages. Guest Services: As a front desk guest services representative, you promptly respond to guest inquiries, complaints, and requests, providing personalized attention and solutions to meet their needs. Concierge Services: You offer recommendations for local attractions, restaurants, and entertainment options, arranging transportation and booking reservations for guests as requested. Administrative Tasks: You handle administrative duties, such as processing guest information, updating reservation systems, and managing paperwork related to guest check-ins and check-outs. Payment Handling: You manage financial transactions, processing payments, and ensuring accurate billing for guests. Security and Safety: As a responsible front-line staff member, you maintain security protocols and handle emergency situations with professionalism and efficiency. Problem-Solving: Guests may encounter issues or challenges during their stay. As a guest services representative, you handle these situations with a positive attitude, finding solutions and ensuring guest satisfaction. Upselling and Promotions: You may promote hotel services and amenities, such as dining options, spa facilities, or loyalty programs, to enhance the guest experience and increase revenue. Phone and Email Communication: You effectively handle phone calls, emails, and messages, providing timely and accurate information to guests. WHO YOU ARE As a front desk guest services representative, you are the first point of contact for hotel guests, and you embody hospitality and customer service excellence. With a friendly and welcoming demeanor, you create a positive and lasting impression on guests, making them feel valued and at home. Your strong communication skills, attention to detail, and ability to handle various guest requests make you an essential part of delivering a delightful and seamless hotel experience.
Qualifications Customer Service Experience: Previous experience in customer service or a similar front-facing role is beneficial, as it demonstrates your ability to interact with guests and meet their needs effectively. Communication Skills: Excellent verbal and written communication skills are essential for engaging with guests and providing clear information. Hospitality Orientation: A genuine passion for hospitality and a desire to create a welcoming and comfortable atmosphere for guests. Multi-Tasking Abilities: Front desk guest services representatives must handle multiple tasks simultaneously, such as managing check-ins, answering phone calls, and assisting guests with various requests. Computer Proficiency: Basic computer skills and familiarity with hotel reservation and management systems are valuable for handling administrative tasks. Problem-Solving Skills: The ability to think quickly and find solutions to guest concerns or issues ensures a positive guest experience. Professionalism: Front desk representatives should maintain a professional appearance and demeanor, reflecting the hotel's image. Time Management: Effective time management allows you to handle various tasks efficiently and prioritize guest needs appropriately. Flexibility: Hotels operate 24/7, and front desk guest services representatives may work in shifts, requiring flexibility in scheduling. Language Skills: Fluency in multiple languages, especially in areas with international visitors, is not required, but can be an advantage for effective communication with diverse guests. EQUAL EMPLOYMENT OPPORTUNITY Hotel 1928, operated by Adventurous Journeys Operations is an equal employment opportunity employer and complies with all applicable laws prohibiting discrimination based on race, color, creed, religion, sex, age, national origin or ancestry, physical, medical or mental disability or condition (including, without limitation, HIV and AIDS), developmental disability, handicap, denial of family and medical care leave, denial of pregnancy leave, domestic partner status, status as a victim of sexual or domestic violence (or familial relationship to such victim), veteran status, marital status, sexual orientation, arrest records, citizenship status, criminal history that has been expunged, unfavorable discharge from the military, or any other basis protected by federal, state or local laws.
