What are the responsibilities and job description for the Guest Service Associate position at Q Hotels?
Essential Functions
All areas
All areas
- Be Familiar with the City, as to provide driving & walking directions.
- Be fully acquainted with the different points of interest
- Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department.
- Accept other special duties as required by management.
- Interact with all other departments to ensure that guest's needs are satisfied.
- Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved.
- Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
- To proactively work to seek out ways in which to improve the hotel experience for our guests.
- Ensure the crispness & neatness of your appearance. Uniform, nametag & shoes shined.
- Adhere to proper loading of Bell cart to distribute weight evenly.
- Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance.
- Understand who may use the bell carts and for what purposes.
- Understand how to properly push and pull a bell cart safely
- Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.
- Understand responsibilities with regard to reporting burnt out light bulbs and spills.
- Understand the bridging concept with the front desk for clues to guest status.
- Use the expression, "Welcome to the (insert hotel name)" with every arriving guest.
- Understand the responsibilities with regard to two-way radio use.
- Refer all guests to hotel offered operations first. (hotel restaurant and/or lounge)
- Controls the traffic flow in and out of the Lobby.
- Notifies the Front Desk and Guest Services of VIP arrivals whenever possible.
- Ensure that all personal interaction with other employees, takes place in a "non guest" area.
- Fosse experience preferred but not required.
- Assist in arranging for restaurant Reservations and limousines as required by our guests.
- Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms.
- Follow up on Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift.
- Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc.
- Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary.
- Understand how to enter an elevator.
- Understand when to enter an elevator and when to wait for next elevator.
- Understand what to say when in the elevator.
- Understand how to call floors.
- Understand the significance of the Franchise Guest Travel Program.
- Understand the Express Check in process and responsibilities.
- Understand that the 'floor' must be covered 100% of the time & the importance of informing Management of your whereabouts at all times.
- Ensure delivery of AM Newspapers
- Share The Responsibility Of Delivering The Express Check Outs.
- Calls taxi and/or shuttle for guests as needed.
- Understand the importance & use of the daily/nightly checklists.
- Maintains a clean and orderly appearance of the work area at all times.
- Use 10 5 rule with each and every guest
- Thank guests for staying, invite them back.
- Follow in procedures for value cards.