What are the responsibilities and job description for the Guest Services Associate position at Willow Valley Associates?
Summary
Accommodates Guests of the hotel.
Essential Duties and Responsibilities include the following:
Performs daily front desk tasks including check-in, check-out, posting, corrections, printing reports, room status, room availability, creating, and modifying groups, Guest/Group messages and hotel room block.
Responsible for maintaining accurate Front Desk cash drawers/Posts charges such as room, sundry items, fax, copy and telephone. Computes bill, collects payment, and makes change for Guests. Deposits Guest’s valuables in safe deposit box at their request.
Answers telephone calls promptly, politely in accordance to the Hilton Brand Standards, and transmits and receives telephone messages.
Answers inquiries pertaining to hotel services; shopping, dining, entertainment, travel, transportation and tours, makes reservations, arranges pickup/delivery to Airport at the request of the Guest and sells seasonal tickets when available.
Completes Daily Shift Checklist, keeps records of room availability and Guest’s accounts.
Records and delivers all wake up calls.
Assists in delivery of luggage, fruit baskets, flowers, etc. to Guests.
Relay in-house communications through established communication devices to report tasks.
Sell items through brand established convenience shops which may include alcohol.
General cleaning and up keep of the hotel to include
- Helping in the Laundry
- Breakfast set-up
- Attending to Guest needs
Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.
Due to seasonal needs within the Hospitality Industry, it may be necessary to adjust schedules to meet the demands of our business.
Performs other duties as assigned.
Supervisory Responsibilities
This position has no supervisory responsibilities
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
High School Diploma or General Education Degree (GED); or 1 year related experience and/or training in a similar capacity; or equivalent combination of education and experience.
Certificates, Licenses, Registrations
- Hilton Brand Training required upon hire
- Valid PA Driver’s License
- RAMP Certification preferred but will train upon hire
Safety Policies and Practices
The Team Member in this position is responsible for following Willow Valley's safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley's Safety Manuel. The Team Member will be reviewed annually on workplace safety.
Computer Skills
General Computer Skills with experience using Word, Excel, Outlook Email, UKG, and Hilton OnQ/PEP.
Complexity & Judgment
Work requires performing routine tasks that are related. Problem solving occurs as a regular part of the job. Established practices and procedures are not always available to address all situations. Individual judgment is used on a regular basis.
Guest & Team Member Relations
This position interacts with Guest and Team Members on a regular basis dealing with routine matters.
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.
Language Skills
Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple 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 calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
Physical Demands
The employee frequently is required to stand and walk. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.
Work Environment
The noise level in the work environment is usually moderate
As part of this position, candidates must be willing and able to work across both our Harrisburg hotel properties: Homewood Suites (3990 Tecport Dr) and the Hilton Garden Inn Harrisburg East (3943 Tecport Dr).
Willow Valley Associates is an Equal Opportunity Employer.
