Guest Service Associate

Guest Services Associate Department – Front Office Reports to – Guest Services Manager What’s the job? The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Front Desk Agent, you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. You’ll be responsible for all front office duties including the activities of the front desk, reservations, guest services, and telephone areas. In addition, you will ensure the proper appearance of the lobby and all public areas, including the breakfast area. Your day-to-day Revenue Financial: Aggressively pursue the hotel’s revenue goals and effectively utilize yield management and revenue maximization tools. Constantly suggest new ways to increase room revenue and occupancy. Rates: Aggressively and effectively manage and continuously update rates as per Opal’s training and standards. Sales & Marketing: Work closely with the sales team and capitalize on all revenue opportunities. Profit Effectively support the Guest Services Manager control and manage all front office and breakfast area operational expenses including labor, overtime, supplies etc., and seek and suggest cost saving strategies. Quality Guest Service: Ensure that the hotel meets/exceeds Opal’s and Brand standards for guest satisfaction. Leadership Leading: Motivate and support other Guest Services team members and be accountable for set goals. Work Ethic: Demonstrate a high level of integrity, take ownership of personal and team actions, communicate effectively, promote collaboration, nurture a positive, professional work environment, and adhere to Opal’s Standard Operating Procedures. Requirements High School diploma or higher-level education 1-year Hotel front office experience Must wear appropriate uniform as prescribed by Opal’s policy Willing to work flexible hours Flexible attitude to shifts – you may need to work nights, weekends and/or holidays Specific Responsibilities Send a daily end of the shift activity and accomplishment email to the Guest Services Manager (GSM) and a copy to the General Manager. Be proficient on the use of the property management system and facilities management software. Have a good understanding of all hotel operating procedures. Be the warm welcome that kicks off a memorable guest experience Acknowledge Brand rewards members and returning guests, in person or on the phone. Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay. Handle cash and credit transactions. Start every stay right by swiftly checking guests in and out – take IDs, hand out room keys, and control and release safety deposit boxes. Stay one step ahead of guests’ needs –…