2nd Shift Guest Services Representative

Description

The 2nd Shift Guest Services Representative at Fairfield Inn & Suites in Newport, Kentucky, is responsible for delivering exceptional customer service to guests throughout the evening hours. This role serves as the primary point of contact for guests, ensuring a welcoming arrival, a smooth stay, and a positive departure experience. The position plays a key role in upholding the hotel's service standards while supporting operational efficiency and overall guest satisfaction.

Responsibilities

• Welcome guests with a friendly and professional demeanor, ensuring a positive first impression upon arrival
• Provide efficient and accurate check-in and check-out services while maintaining attention to detail
• Deliver attentive service by responding quickly and effectively to guests' questions, needs, and concerns
• Create a warm, hospitable environment by maintaining professionalism and courtesy throughout every interaction
• Manage reservations, assign rooms, and update guest information within hotel systems
• Collaborate with housekeeping and maintenance teams to ensure guest rooms and requests are fulfilled promptly
• Maintain the front desk and lobby areas to reflect a clean, organized, and inviting atmosphere
• Accurately process payments, handle cash, and ensure proper financial procedures are followed
• Resolve guest concerns in a timely manner to ensure satisfaction and encourage repeat business

Qualifications

Additional Qualifications
• Strong customer service skills with a commitment to delivering exceptional guest experiences
• Effective problem-solving abilities with a proactive and solution-oriented mindset
• Excellent interpersonal and communication skills, with the ability to engage positively with guests and team members
• Highly organized with the ability to manage multiple tasks in a fast-paced environment
• Strong time management skills and the ability to prioritize responsibilities efficiently
• High level of attention to detail and accuracy in all tasks
• Basic computer proficiency, including data entry and typing skills
• Ability to stand and remain active for extended periods (up to 8 hours per shift)
• Availability to work a flexible schedule, including weekends and holidays

Position Details:
• Full-time, 2nd shift (3:00 PM - 11:00 PM)

Preferred Qualifications:
• Experience with hotel property management systems, such as FOSSE, is preferred but not required
• Willingness to learn and be trained in hotel systems and brand standards