Senior Guest Services Representative

Reports to: General Manager

Job Description

The Senior Guest Services Representative (SGSR) is a hands-on leadership role that partners with the GM to achieve a highly productive team capable of exceeding revenue expectations, operational and guest service standards. The SGSR will have a lead role in the absence of the GM and will have the authority and responsibility to operate the hotel per brand and Gulf Coast standards.

Primary Job Duties

• Follow all company and department policies and procedures.
• Keep the workplace in safe condition, and work in a safe manner.
• Adhere to attendance policy and report to workstation at scheduled start time.
• Propose ideas or find ways to improve services, systems, and/or procedures.
• Maintain a neatly groomed appearance that follows the dress code.
• Handle day-to-day operational responsibilities such as check-ins, check-outs, pre check-ins, and guest accounts.
• Cooperate with coworkers and management.
• Work to resolve conflicts with other team members, or see a manager if resolution is not possible.
• Handle front desk telephone calls as needed and ensure that prompt courteous service is provided.
• Make reasonable determinations of what a guest is seeking in room accommodations, based on the guest’s requests and information given, and participate in problem solving situations while keeping managers informed.
• Be familiar with all departments and key personnel in each department.
• Utilize the computer system in retrieving, updating, and inputting guest information.
• Answer the telephones promptly, professionally, and cheerfully, including transferring and routing calls and taking messages.
• Read all departmental memos and inform managers of any information that is not clearly understood.
• Report to managers any supplies that are needed or any safety concerns that need to be addressed.
• Alert the following shift of any duties that have not been completed or of any pertinent information regarding special situations.
• Follow all cash handling and bank policies.
• Perform other tasks as assigned by manager.
• Maintain a positive attitude.
  
  

Essential Skills

• Integrity – Display strong moral principles and work ethic by behaving ethically, acting fairly, and taking responsibility.
• Adaptability and flexibility – Display the capability to adapt to new, different, and changing requirements.
• Communication –Convey information clearly.
• Dependability and reliability – Display responsible behaviors at work in attendance and punctuality, attention to details, following directions and fulfilling obligations.
• Interpersonal Skills – Display the skills to work effectively with others.
• Professionalism – Maintain a professional presence by demonstrating self-control, maintaining a professional demeanor and a positive attitude.
  
  

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements following this paragraph are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education And/or Experience

• At least six months related experience and/or training; or equivalent combination of education and experience. Hospitality experience preferred.
  
  

Language Skills

• Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of the organization. Excellent communication skills required.
  
  

Reasoning Ability

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
  
  

Physical Demands

• While performing the duties of this job, the associate is occasionally required to stand; walk; sit; use hands to handle or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Frequently lifts, carries, or otherwise moves and positions objects weighing up to 50 lbs.
• Frequently bends, kneels, crouches. Repetitive movement of hands, arms, and legs, sweeping, vacuuming, mopping, wiping, pushing, lifting.
• Exposure to adverse weather conditions, hazardous chemicals, odors, dirt, and dust
  
  

What We Offer

• Health and Dental Insurance for Full Time Associates
• 401(k) with Employer Match for all Associates
• Paid time off for ALL Associates per Associate Guide
• Six company paid holidays for Full Time Associates
• Time and half for hours worked on designated holidays for all Associates.
• Employee Assistance Program for Associates and household members
• Employee Discount Program
• Employee Hotel Guest Room Program
• Employee Referral Program