What are the responsibilities and job description for the Guest Services Representative position at Seaport Hotel?
Scope of Position
The Guest Services Representative will engage with the guest in a variety of job functions. This position represents the hotel and will often be the first and last impression the guest has of the hotel. All Guest Service Representatives are empowered to make decisions that enhance the guest experience and create a positive impression of The Seaport Hotel. To succeed, GSR’s must anticipate guest needs and deliver service beyond what our guests expect. The position reports directly to the Guest Services Management team. This position will involve a great deal of guest contact and a high level of attention to detail. The position can often bring unexpected challenges so being able to adapt quickly is critical to being successful.
Schedule Requirements
The position includes morning and afternoon/evening shifts with regular weekend attendance. Holidays are scheduled as business requires.
Due to the cyclical nature of hospitality, flexibility is required to meet business needs. Participation in “all hands” events may be necessary.
The hotel operates 24/7, including holidays. The company strives to support work-life balance.
Essential Functions
- Provide an exceptional experience for all of our guests. Greet guests warmly, check in/checkout, provide room keys, deliver messages, etc.
- Maintain a prominent position at the reception desk, being the customer’s first contact
- Register guests promptly; ensure all pertinent information is entered and accurate in system
- Balancing multiple tasks and processing information in a timely manner
- Answer phone calls, both internal and external, maintaining proper phone etiquette and procedures
- Communicate with guests via email maintaining proper grammar and professionalism
- Handling cash, keeping an accurate bank, recording deposits, processing credit card transactions
- Foreign Currency Exchange
- Process parking transactions using both cash and credit cards as needed
- Support all guest services areas (communication center, reception, concierge, bell and door, gift shop)
- Process requests for room reservations
- Facilitate rapid response calls and enter requests into the HotSOS system
- Handle VIP reservations and special requests
- Monitor the security of the Hotel lobby and entrance area and communicate with the Guest Services Manager on Duty and Security as needed
- Coordinate luggage pickup and storage
- Provide directional assistance to guests to locations in the hotel, as well as points of interest in the neighborhood and city.
- Maintain a clean work environment (includes both the lobby / public spaces & back of the housework areas)
- Pass on all pertinent information to the following shift to ensure successful communication is maintained.
- Work closely with Housekeeping/Engineering/Reservations and F&B Departments
- Assist in training new employees as needed
- Complete any duties or projects assigned by Guest Services Managers or Director of Guest Services
- Responsible for practicing, managing, and promoting our Mission and Values so that it becomes an intricate art of the everyday operation
Required Job Knowledge and Skills
- Effective verbal and written communication skills
- Exceptional customer service skills
- Strong computer skills
- Ability to perform multiple tasks during high volume periods
- Strong problem solving and guest resolution skills
Supportive Functions
- In addition to the performance of the essential functions, this position may be required to perform a combination of supportive functions, with the percentage of time performing each function to be solely determined by the Guest Services Management Team based upon the requirements of the hotel.
- Maintain regular attendance in compliance with hotel standards.
- Adhere to hotel rules and regulations for safe and efficient operations.
- Foster a culture of trust and respect.
Live Seaport Hotel’s Core Principles:
- Seek to warmly greet everyone
- Engage in active communication
- Anticipate guest needs
- Promote creativity and connections
- Openly inquire about guest satisfaction
- Respond with passion and commitment
- Thank each guest and each other
Qualifications
Experience:
- Minimum of 1 year of Hospitality Service or related experience
Education:
- High School diploma, general education degree or international equivalent preferred.
- Bachelor’s degree preferred
Language Skills:
- Fluency of the English language is strongly preferred.
Ability to understand and compose instructions, memos, and short correspondence.