Job Title:   Guest Services Representative
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Vdara Hotel & Spa
Hotel Front Desk/Concierge/VIP
21 and over

  • Provide excellent service consistent with the company’s core service standards and brand attributes.
  • Check guests in and out of the hotel.
  • Settle guest’s accounts/bills and collect correct method of payments.
  • Be familiar with all hotel services/features and local attractions/activities to respond to guest inquiries accurately.
  • Answer multi-line phone system for guests and provide assistance when necessary.
  • Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day.
  • Maintain positive guest relations at all times.
  • Resolve guest complaints, ensuring guest satisfaction.
  • Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
  • Perform all duties as deemed necessary for the success of the department.
  • Welcome guests to the property.
  • Advise guests of any messages, mail, faxes, etc. received for them.
  • Inform guest of room safe and mini-bar key and room key procedures.
  • Obtain proper identification for tax exempt guests and attach form to registration card.
  • Direct Bell Person to escort guest and transport their luggage to the room.
  • Maintain guest history files on all guests.
  • Communicate VIP arrivals to designated personnel for escort and delivery of amenities.
  • Accommodate room changes.
  • Offer detailed information on the voice mail system to callers and guests wishing to leave message.
  • Accept and record wake-up call requests; deliver to PBX.
  • Distribute all guest and department mail.
  • Block rooms in computer and follow through on designated requirements.
  • Pre-register designated guests and prepare key packets.
  • Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
  • Solicit guest comments on their stay.
  • Handle requests for late check-outs and express check-outs.
  • Conduct group check-ins/outs when necessary.
  • Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
  • File guest room keys and ensure the safe keeping of keys at the Front Desk.
  • Adhere to all cashiering procedures, including complete designated cashier reports, dropping receipts, and documenting pertinent information in the log book.
  • Other related duties as necessary.

  • At least 6 months of guest service experience.
  • At least 6 months of cash handling experience.
  • At least 6 months of experience handling multi-line phones.
  • Excellent customer service skills.
  • Have interpersonal skills to deal effectively with all business contacts.
  • Professional appearance and demeanor.
  • Work varied shifts, including weekends and holidays.
  • High school diploma or equivalent.
  • Working knowledge of Microsoft Office.
  • Ability to speak, read and write in English.
  • Previous experience working in a similar resort setting.
  • Previous Front Desk experience.

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