Grow with us...Life at SH is based on a simple idea: the world is beautiful and we want to keep it that way. But we can't do it alone. That's why hiring thoughtful and inspiring Team Members and Leaders who understand that our people, collaboration, stellar service, and respect for nature are so important to us.POSITION OVERVIEW Greet guests as they arrive to/from the property and assist them with luggage. Transport guest luggage to/from guest rooms. Escort guests to rooms and inform guests of all hotel services and features. PRINCIPLE DUTIES AND RESPONSIBILITIES
- Transport guest luggage from the point of arrival at the hotel to their assigned room, from the current room to the reassigned room for room changes, and from their room to the point of departure from the hotel. Use of golf cart may be required to transport guests and luggage.
- Always knock and announce yourself before entering any guest room.
- Correctly tag, store and retrieve luggage from the holding room (If a room has checked out and a new guest has checked in waiting for a vacant dirty room to be cleaned, luggage for the new guest may be stored in the guest room closet or on the luggage rack).
- Maintain accurate knowledge of scheduled functions within the hotel to direct guests to the correct locations.
- Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries.
- Handle guest complaints immediately.
- Assist guests with unloading/loading of vehicles.
- Anticipate guests' needs, responding promptly and acknowledge all guests even when busy.
- Perform any other reasonable duties as requested by the leadership team.
- Consistently conduct oneself in a professional manner and work professionally with colleagues and team leaders with a team-minded approach.
- Attend daily rally meetings to learn shift details, including property and guest expectations. Participate and attend all required meetings.
- Anticipate and understand guests' service needs, ascertain satisfaction, and respond urgently and appropriately to guest concerns and requests.
- Greet, welcome, and acknowledge all guests by name and respond to their requests courteously and professionally, always using professional language. Remain attentive to the needs of all guests, providing them with dependable, punctual, and enthusiastic service. Provide courteous, friendly, and efficient service to all internal and external guests. Thank guests with genuine appreciation.
- Identify opportunities to optimize performance and create value by challenging existing processes, encouraging innovation, and driving necessary change.
- Ensure compliance with hotel policies, procedures, and standards with self and colleagues.
- Ensure uniform and personal appearance are clean and professional.
- Maintain confidentiality of proprietary and guest information.
- Embody the Treehouse Vision and Values, provide Good-Natured Service, and uphold our Brand Standards.
QUALIFICATIONS & SKILLS REQUIRED:
- Previous related guest service experience dealing directly with the public and acquired general knowledge of basic customer service skills.
- Ability to communicate and comprehend English language sufficient to understand information such as labels and instructions and answer basic guest requests and to effectively communicate both verbally and written with all levels of guests and team members.
- Ability to learn and work with technology including devices such as computers, iPods, and iPads.
- Excellent time management skills and ability to work in a fast-paced environment.
- An extremely honest person with a high level of integrity.
- Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.
- Sufficient manual dexterity in one hand to be able to load and unload luggage.
- Ability to stand, walk, and/or sit and continuously perform essential job functions.
- Endures various physical movements throughout the work areas, such as removing guest luggage to/from automobiles and guest rooms.
- Ability to carefully and safely drive golf cart throughout property, cautiously and efficiently navigating to and from various on-property locations.
- Ability to grasp, push, or pull heavy loads, and lift and/or carry or otherwise move packages, boxes, and luggage weighing up to 75 lbs. continuously throughout the shift.
- Ability to follow directions and work in a team environment.
- Flexibility to meet the demands of a 24-hour operation. Due to the nature of the hospitality industry, team members may be required to work varying schedules, including holidays and weekends to accommodate the business and demands of the property.
PREFERRED:
- High School diploma or equivalent level of experience.
About you...Passionate about guest service, enjoys physical work and has previous similar work experience.Previous customer or guest service experience, a team player, hard worker, and detail oriented.Is flexible and willing to meet the demands of a 24-hour operation.About us...Our culture is caring and thoughtful, and we deliver good-natured and informed service, perfectly executed to evoke a sense of fulfillment and well-being. As a misson-driven company, our purpose is our true north, and our compass guides the way. The purpose we live by impacts the lives of our team members, drives the experiences for our guests, builds community with like-minded travelers and takes care of the planet we live in. Founded in 2006 by Barry Sternlicht, SH Hotels & Resorts is a luxury hotel brand management company and affiliate of global private investment firm Starwood Capital Group.$21.00 - $24.00SH Hotels and Resorts is an equal opportunity employer. We believe in a diverse, sustainable workforce with an empowered, inclusive culture. We are committed to non-discrimination on any protected basis covered under applicable law. If you require any special accommodations, please visit People Operations.SH Hotels & Resorts is an Equal Opportunity Employer