Guest Services Representative

Job Title: Guest Service Representative

Reports To: Director of Guest Services

Summary: The crown jewel of the Emerald Coast, Emerald Grande, is looking to fill a full-time guest services representative position at our front desk. Looking for an outgoing, friendly, trustworthy, eager, fast-paced, detail orientated, effective communicator, who is willing to work weekends and holidays. Computer literacy and proper phone etiquette are a must. 

Job Type: Full, year-round; Benefit eligible first of the month following 60 days of employment. **Flexible schedule to include some days, some evenings

Essential Duties and Responsibilities

• Greeting guests upon arrival and making them feel welcomed.
• Check-in arriving guests; verify identification of guests with driver’s license or military ID. Process credit card for remaining balance on account and pre-authorization for incidentals. Verify length of stay and number of people staying in room. Have guests complete and sign registration card. Provide guests with room keys, explain property layout and amenities material. Enter data from registration card into IQWare and file completed registration card in bucket.
• Check-out guests: accept room keys and print two copies of receipt. Have guests sign copy of receipt and retain executed copy for audit packet. Provide guests with second receipt copy. Encourage guests to visit us again soon.
• Assigning rooms and taking care of administrative duties.
• Processing guest payments.
• Coordinating with bell service and staff management.
• Being a source of information to guests on various matters such as transport and restaurant advice.
• Accommodating general and unique requests.
• Diffusing conflict or tense situations with guests.
• Answer telephone inquiries, direct calls, and provide basic and/or detailed information.
• Answer with confidence: guest’s questions regarding the Emerald Grande, Regatta Bay, Harborwalk Marina, Harborwalk Village, city wide restaurants, shopping, post-office, banking, etc.
• Stay abreast of current and upcoming events and disseminate accurately to callers and guests.
• Housekeeping and Maintenance; keep in constant communication with the housekeeping and maintenance departments for updates on clean and working rooms.
• Other duties as assigned.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty with confidence. The requirements listed below 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. 

Knowledge, Skill and Ability Requirements

• Critical thinking and innovate problem solving skills
• Highly computer literate with proficiency in MS Office and related business and communication tools
• Fantastic organizational and time management skills
• Strategic and creative mindset
• Meticulous attention to detail
• Exceptional interpersonal skills.
• Excellent written and verbal communication.
• Good time management and organizational skills.
• Conflict resolution experience.
• Patience and good listening skills

Education and Experience

• Associates or bachelor’s degree in Hospitality or Business preferred
• A minimum of 1 years’ experience in hospitality, training, front desk operations, or related field

Key Competencies 

Key Competencies include strong work ethic, attention to detail, problem analysis and solving, excellent communicator, confidentiality, and integrity. Adhering to our Core Values includes being guest-centric, teamwork, respect, pro-active, accountable, learning, and sustainable.

Language Skills 

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple and/or complex correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. 

Mathematical Skills 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate and ratio.  Can fully utilize Excel to create formulas, pivot tables, etc., as needed.

Reasoning Ability 

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations. 

Other Qualifications 

Availability Open and operational seven days a week. Employee may be asked to work longer days or over the weekend upon occasion.

License Requirements Valid driver’s license that has been in effect for at least three years, with no major violations and no more than two minor violations in the past three years.

Rules and Regulations All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s Safety Policy. 

Language Skills Must be able to speak, read, write, and comprehend the English language. Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to speak effectively before groups of customers or employees of organization. 

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 for long periods of time frequently; reach with hands and arms; talk and hear. The employee will walk and stoop, kneel, or crouch. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus. The employee must be able to lift 5-15 pounds upon occasion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

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.  

• The physical environment requires the employee to work inside in climate-controlled conditions, with limited walking space.