Guest Services Associate
: Job Details :

DescriptionOverview: This position maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution. General: This employee must display effective listening and communication skills, initiative, ability to work independently and in teams, and lead by example. He/she must be able to exercise good judgment and discretion, display effective problem-solving skills, and provide excellent customer service. Additionally, he/she must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow-through. We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace, and live the company values. Responsibilities •Welcome and check-in guests in a friendly and efficient manner, demonstrate excellent customer service and phone etiquette •Accountable for assigned cash drawer(s) and cash balances (make correct change) •Answer and transfer calls in a timely (preferably 3 rings) and courteous fashion •Manage all aspects of the reservations process (process room reservations, secure deposit, and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc. •Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly •Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room •Maintain full knowledge of all room types, features, locations, rates •Verify the accuracy of information in the property management system by entering data correctly and checking daily arrivals •Effectively handle all guest inquiries, requests, and complaints; confirm guest needs have been met; timely alert manager on duty to any unresolved complaints •Communicate effectively with all departments •Develop a working knowledge of local attractions, business locations, and points of interest •Review daily activities and groups, communicate details with co-workers and guests as needed •Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors •Know the location, basic troubleshooting, and relevant contact list for all major hotel systems Knowledge of all hotel services, amenities, and hours of operation •May be the first point of contact during any emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals •Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc. •Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows, etc.), and general inquiries •Confirm guest satisfaction at check-out and take appropriate corrective action if necessary. Say, Thank you. •Perform daily reporting requirements based on specific hotel needs •Ensure transfer of information from shift to shift at the Front Desk •Keep adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary •Understand the operation of guest room features, i.e. HVAC units, thermostats, showers, windows, etc. Qualifications •1+ year of hotel industry experience or related job preferred •Comfortable taking telephone calls and mitigating stressful situations •High school diploma, GED, or equivalent •Possesses strong customer service skills, interpersonal skills, organizational skills, and time management skills Physical Demands: Work is performed in a hotel environment. This position is physically demanding as it requires extended periods of walking, standing, bending, and lifting up to 50 pounds. Moderate to frequent levels of computer keying using both hands and viewing material on a computer screen. Extended workdays may be required to accomplish tasks and meet workload demands during peak periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.