Full time Guest Services

AWARD Wining Hotel looking for a Superstar to join our team

Customer SERVICE a must Hotel experience preferred but willing to train the right person.

General Responsibilities:

Provide superior guest services including check-in/check-out hotel guests courteously and efficiently; process all payments according to established hotel requirements; Provide information and services to any guest or visitor in a friendly, professional manner.

Qualifications (Essential):

• High school graduate.
• Ability to compute accurate mathematical calculations.
• Ability to clearly and pleasantly communicate in English with guests/visitors, management and co-workers to their understanding, both in person and by telephone.
• Ability to provide legible communication and directions.

Qualifications (Desired):

• Some college or training in hospitality industry.
• Previous experience as Front Desk Agent.
• Fluency in a second language, preferably Spanish.
• Knowledge of computers.

Skills:

• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
• Ability to promote positive relations with all individuals who approach the Front Desk and by telephone.
• Ability to focus on guests' needs, remaining calm and courteous
• Ability to sell available rooms, and input and access information into hotel systems.
• Ability to ensure security and confidentiality of guests.

Standard Requirements:

1. Supports the Mission, Values and Vision of Shaner, Franchise, and the hotel.

2. Ensures an atmosphere which allows for the privacy, dignity and well-being of all guests and employees in a safe, secure environment.

3. Supports, cooperates with, and implements specific procedures and programs for:

a. Safety, including universal precautions and safe work practices, established fire/safety/disaster plans, risk management, and security, report and/or correct unsafe working conditions, equipment repair and maintenance needs.

b. Confidentiality of all data, including guest, employee and operations data.

c. Quality Assurance and compliance with all regulatory requirements.

d. Compliance with current law and policy to provide a work environment free from sexual harassment and all illegal and discriminatory behavior.

4. Supports and participates in common teamwork:

a. Cooperates and works together with all co-workers; plan and complete job duties with minimal supervisory direction, including appropriate judgment.

b. Uses tactful, appropriate communications in sensitive and emotional situations.

c. Follows up as appropriate with supervisor, co-workers or guests regarding reported complaints, problems and concerns.

d. Promotes positive public relations with guests and employees.

e. Completes requirements for in-service training, acceptable attendance, uniform and dress codes including personal hygiene, and other work duties as assigned.

Essential Functions: (Include the following. Other job related duties may be assigned.)

• Be available to work a flexible schedule, including weekends, holidays, and varied shifts, as required to meet the needs of the Company's business operations.
• Maintain complete knowledge at all times of:

o All hotel features/services, hours of operation.

o All room types, numbers, layout, decor, appointments and location.

o All room rates, special packages and promotions.

o Daily house count and expected arrivals/departures.

o Room availability status for any given day.

o Scheduled daily group activities.

o Yield management strategies that are in place.

o Hotel and departmental policies and procedures.

• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Process all guest check-ins according to established hotel requirements.
• Manage guest complaints, ensuring guest satisfaction. Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
• Generate, print and distribute daily reports to designated departments/personnel.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all check-outs according to established hotel requirements.

Secondary Functions:

• Phone switchboard duties.
• Assist with Reservations calls.
• Provide Concierge service when no Concierge is available.
• Assist in other Front Office areas as assigned.

• Provide guest room tours.

• Legibly document maintenance needs on work orders and follow established hotel procedures for relaying information to other departments.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; use hands to finger, handle, or feel; and talk or hear. The employee frequently is required to walk. The employee is occasionally required to reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include ability to adjust focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Full-time

Pay: $ $18.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

Salary : $18