Guest Services Representative

• Market Pavilion Hotel
• Charleston, SC

The staff of The Market Pavilion Hotel, Grill 225, and The Pavilion Bar are the standard of hospitality service in Charleston. By rewarding professional initiative and efficiency, we provide hospitality professionals with the guidance, operational structure and opportunities needed to shape their careers and pursue their goals. Rewards and benefits vary according to position; but may include bonus plans, paid vacations, health insurance, employee meals, etc. Most importantly, we offer a supportive and highly organized team structure in which a determined professional can thrive and continuously succeed as a member of one of the finest hotels in the world.

Recipients of this Guest Services Agent position will be working within our luxury hotel property, and will be the primary representative for guests and their needs throughout the duration of their stay.

Individuals will have a sincere desire to be guest focused with a willingness to please and exceed the expectations of our guests. Recipients must be caring, friendly, and hospitable with the ability to make positive and memorable interactions with each of our guests.

Recipient of this position will be selected with the understanding that they will be the first impression for all of our hotel guests. Recipients of this position must be, energetic, efficient and detail oriented.

RESPONSIBILITIES WILL INCLUDE:

• Receive, greet and personally interact with hotel guests face-to-face at our reception desk.
• Warmly greet arriving hotel guests, conduct guest check-ins, and provide hotel information pertaining to the guests stay.
• Process hotel check-outs / hotel departures.
• Assist guests with various needs and requests throughout the duration of their stay, while understanding that no detail is too small.
• Assist guests with information about the city, tour information and dining information.
• Receive and process new reservation bookings by phone for both our hotel and dining operations.
• Adhere to hotel policies and sales dialogue structures as it relates to reservation bookings and interactions with guests.
• Ensure that guests needs are being immediately satisfied as requests occur with attention to detail and proper follow-up to ensure complete guest satisfaction.
• Data entry of detailed information, comments and special notes in our software systems regarding guest details pertaining to their stay.
• Receive dining reservation calls for our popular steakhouse Grill 225 and create new dining reservations for guests.
• Data entry of detailed information, comments and special notes in our dining software system regarding guests who will be dining in Grill 225.
• The Individual is required to utilize the proper verbal scripting protocols and structured procedures as framework for booking new reservations and for managing our guest's needs and daily duties.
• The Individual will be required to perform all functions of their job to a Next-Level and high luxury standard. The recipient will be extensively trained and will be required to follow the company's defined interactive conversational procedures to ensure that we are professionally exceeding the expectations of our guests.
• The Guest Services Agent must be a detailed oriented individual who can properly follow and utilize arrival and departure reporting data, which contains important details that pertain to the fulfillment of the hotel's commitments to the guests during their stay.

POSITION REQUIREMENTS:

• Ideal applicants will have at least 2 years in a Guest Services role, concierge, or customer service related position.
• Recipients of this position must have an established work record, with the demonstrated ability to have held a position with a previous employer for at least 1 full year.
• Recipient must have the discipline to accept detailed structures, protocols and procedures that are utilized by the hotel to ensure quality guest interactions.
• Recipients of this position will be guest services driven, detail oriented, warm and amiable.
• The desire to serve and please guests with an attention to meticulous detail is paramount.
• Recipient of this position must be willing and flexible to work in various Front of House areas of the hotel as requested by management.

SCHEDULE FLEXIBILITY:

The ideal candidate will have good schedule flexibility with the willingness to work weekdays, weekends and occasional holidays. Hours vary from morning (7am - 3pm) to evening (3pm - 11pm). Full-time applicants with wide-ranging schedule flexibility will be given first consideration for this position.

CAREER GROWTH:

Recipients of this position, who prove to be versatile in their capabilities, can enjoy the benefit of working in other departments of the hotel. Additionally, this Guest Services position is the gateway to career growth within our company for management personnel. Staff members with strong capabilities can enjoy the benefit of career advancement.

• Meals are provided at no charge to the recipient with this position.
• Complimentary vehicle parking (compact cars only) may be provided in our private garage during periods of low hotel demand with this position.
• Health Insurance
• Paid Vacation
• Development and Growth Opportunities

PRE-EMPLOYMENT DRUG SCREENING PROCESS:

Pre-employment drug testing is a definite reality in our company, and is a mandatory requirement for all eligible candidates. Contingent upon the candidate's ability to advance beyond the interviewing and background screening process, eligible employees will then be instructed to report to our company's designated drug testing facility in person. An eligible candidate who successfully passes the drug screening test at our approved testing facility will then be provided a Passing Certificate of Documentation. This Passing Certificate of Documentation on record will be required before the candidate is potentially offered a final position within our company. Applicants are encouraged to be aware of their ability to successfully pass our pre-employment drug screening test before investing any aspect of their valuable personal time with respect to our company's comprehensive application process.