Guest Services Associate

PAH Management•Fort Wayne, IN

7d•Onsite

About The Position

The Guest Services Associate is primarily responsible for courteously checking hotel guests in and out and providing information to guests and visitors. The role processes payments according to established hotel requirements, ensures procedures meet hotel standards, and assists where necessary to deliver optimum guest service. This position is based on property in Fort Wayne, Indiana, in a fast-paced front desk environment with constant guest interaction. The associate must be available to work a flexible schedule, including evenings, weekends, and holidays as needed.

Requirements

High school diploma or equivalent.
Customer service experience; hotel or related-field experience is preferred.
Ability to multitask, remain detail-oriented, and stay service-centric in a fast-paced position with constant guest interaction.
Ability to evaluate and select among alternative courses of action quickly and accurately, and work well in stressful, high-pressure situations.
Ability to communicate information and ideas clearly and effectively listen to and understand concerns and issues raised by co-workers and guests.
Ability to lift, pull, and push moderate weight (minimum of 20 lbs.); bend and lift; and remain standing or walking for the entire shift.
Availability to work a flexible schedule, including evenings, weekends, and holidays as needed.

Nice To Haves

Previous front desk or guest services experience in a hotel or related hospitality setting.
Experience with hotel property management systems (PMS).

Responsibilities

Provide excellent customer service to arriving and departing guests and owners.
Check guests in and out and make reservations and confirmations.
Maintain the daily organization of the front desk operation.
Process payments according to hotel requirements, including cash and credit card handling procedures.
Follow PAH Management operational policies and procedures, including safety and security standards.
Communicate with guests and co-workers; receive and transmit mail, phone, and written messages; and relay pertinent information using logbooks.
Respond to guest and visitor inquiries and coordinate requests for special arrangements or services.
Inform guests courteously and efficiently about hotel services, features, and room amenities.
Assist with guest issues professionally while maintaining a hospitable attitude.
Perform other duties as assigned by the Front Office Manager.