GUEST SERVICE ASSOCIATE
MID SHIFT
PAY: $18 - $28 per hour
Description
The Guest Service Associate is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
REASONABLE ACCOMMODATION STATEMENT To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential duty and/or function satisfactorily. Reasonable accommodation may be made to help enable qualified individuals with disabilities to perform the essential functions.
Schedule Requirements
? 40-hour work week.
? Mid shift is 12:00 PM ? 8:30pm (30-minute lunch)
? Weekends and holidays may be required.
? Must be on time for shift.
Benefits:
? 48-hours per year accrued sick pay.
? 40 hours of vacation pay after 1 year of employment.
? Overtime is possible during peak season.
? Holiday pay for Holidays outlined in the employee handbook.
? Shift meal ($17 value, non-accruing).
? $300 gift card for use on property (hotel, spa, restaurant) (issued annually).
? 401k (non-matching).
Requirements
Education & Experience:
? High School diploma or equivalent required.
? Computer experience required.
? Experience in a hotel or a related field preferred.
? Customer Services experience preferred.
Physical requirements:
? Flexible and long hours sometimes required.
? Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
? Ability to stand during entire shift. General Requirements
? Ability to walk upstairs, possibly 3 flights.
? Maintain a warm and friendly demeanor at all times.
? Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
? Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
? Must be able to multitask and prioritize departmental functions to meet deadlines.
? Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
? Attend all hotel required meetings and trainings.
? Maintain regular attendance in compliance with Company Standards, as required by scheduling, which will vary according to the needs of the hotel. Guest Service Associate.
? Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
? Comply with Company Standards and regulations to encourage safe and efficient hotel operations.
? Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
? Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
? Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
? Must be able to cross-train in other hotel related areas.
? Must be able to maintain confidentiality of information.
? Must be able to show initiative, including anticipating guest or operational needs.
? Perform other duties as requested by management.
DUTIES & FUNCTIONS Fundamental Requirements
? Greet and welcome all guests and staff approaching the Front Desk in accordance with Company standards.
? Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
? Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
? Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
? Review Front Office log and Trace File daily.
? Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
? Follow all cash handling and credit policies.
? Be aware of all rates, packages and special promotions.
? Be familiar with all in-house groups. ? Be aware of closed out and restricted dates.
? Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
? Be familiar with hospitality terminology.
? Have knowledge of emergency procedures and assist as needed.
? Handle check-ins and checkouts in a friendly, efficient and courteous manner.
? Use proper two-way radio etiquette at all times when communicating with other employees.
? Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
? Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
? Be able to complete a bucket check, room rate verification report, and housekeeping report.
? Balance and prepare individual paperwork for closing of shift according to hotel standards.
? Maintain and market promotions and guest programs.
? Maintain a clean work area.
Common Daily Duties (this is an example; duties are not limited to just this list.)
? Inspect rooms cleaned that day.
o Communicate with housekeepers about any issues with rooms they cleaned that day.
o Make maintenance work orders for issues with rooms.
? Pre-inspect rooms for the day?s arrivals.
? Deliver amenities to rooms before guests check in.
? Inspect condos after guest departure and take inventory.
? Pre inspect condos.
? Answer the phones.
? Verify Credit Cards
? Checking in and out Jeep/RZR?s (seasonal)
? Answer guests? questions.
? Make/change/cancel reservations.
? Make spa appointments.
? Help Front Desk Lead audit reservations and transactions.
? Keep the front desk area clean and organized.
? Keep the lobby clean and organized.
? Reconfirm future spa appointments.
? Call recently booked packages to schedule spa appointments and answer questions.
? Sell day passes to the hot springs.
? Scan in receipts other necessary paperwork.