Scope of PositionThe Guest Services Representative will engage with the guest in a variety of job functions. This position represents the hotel and will often be the first and last impression the guest has of the hotel. All Guest Service Representatives are empowered to make decisions that enhance the guest experience and create a positive impression of The Seaport Hotel. To succeed, GSR’s must anticipate guest needs and deliver service beyond what our guests expect. The position reports directly to the Guest Services Management team. This position will involve a great deal of guest contact and a high level of attention to detail. The position can often bring unexpected challenges so being able to adapt quickly is critical to being successful. Schedule RequirementsSchedule will vary based on business needs; the operation is 24 hours a day, 7 days a week. Key ResponsibilitiesProvide an exceptional experience for all of our guests. Greet guests warmly, check in/checkout, provide room keys, deliver messages, etc.Maintain a prominent position at the reception desk, being the customer’s first contactRegister guests promptly; ensure all pertinent information is entered and accurate in systemBalancing multiple tasks and processing information in a timely mannerAnswer phone calls, both internal and external, maintaining proper phone etiquette and proceduresCommunicate with guests via email maintaining proper grammar and professionalismHandling cash, keeping an accurate bank, recording deposits, processing credit card transactionsForeign Currency Exchange Process parking transactions using both cash and credit cards as neededSupport all guest services areas (communication center, reception, concierge, bell and door, gift shop)Process requests for room reservationsFacilitate rapid response calls and enter requests into the HotSOS systemHandle VIP reservations and special requestsMonitor the security of the Hotel lobby and entrance area and communicate with the Guest Services Manager on Duty and Security as neededCoordinate luggage pickup and storageProvide directional assistance to guests to locations in the hotel, as well as points of interest in the neighborhood and city. Maintain a clean work environment (includes both the lobby / public spaces & back of the housework areas) Pass on all pertinent information to the following shift to ensure successful communication is maintained.Work closely with Housekeeping/Engineering/Reservations and F&B DepartmentsAssist in training new employees as neededComplete any duties or projects assigned by Guest Services Managers or Director of Guest ServicesResponsible for practicing, managing, and promoting our Mission and Values so that it becomes an intricate art of the everyday operation Required Job Knowledge and SkillsEffective verbal and written communication skillsExceptional customer service skillsStrong computer skills Ability to perform multiple tasks during high volume periodsStrong problem solving and guest resolution skills EducationHigh School diploma, general education degree equivalent experience requiredBachelor’s degree preferred ExperienceMinimum of 1 year of Hospitality Service or related experience Language SkillsFluency of the English language is required (read, write, speak)Must be able to listen to, read and/or write instructions, memos, short correspondences and messages This job description in no way states or implies that these are the only duties to be performed by the person occupying this position. The person in this position will be required to perform any other job-related duties assigned by their supervisor.