Hotel Guest Services Associate, West Cliff Inn

5 months ago

Santa Cruz, United States Four Sisters Inns Full time
Description

Summary of Position

As a Guest Service Associate at West Cliff Inn, you'll be the go-to for guests from the time they make their reservation to the day they check out. You'll be the face that warmly greets them, helps them plan an amazing getaway, answers questions, resolves issues, and ultimately plays a critical role in making their stay enjoyable.

With a passion for helping others, strong attention to detail, and a willingness to go above and beyond for our guests, as a Guest Service Associate, you will be an integral member of our small but mighty team.

When We Need You
  • Days of the week will be dependent on occupancy
  • Open availability desirable
  • 20-29 hours per week
  • Opening and Closing shifts
What You'll Do
  • Foster a warm and friendly environment for all guests and team members
  • Provide excellent customer service to all guests throughout the entirety of their stay - being ready, willing, and genuinely happy to help guests at all times
  • Provide guests with ideas to enhance their stay: promote upsell packages upon arrival, make local recommendations, and assist guests in making reservations and/or appointments as needed
  • Genuinely connect with guests through multiple channels of communication, including in-person, email, telephone, and text messaging
  • Manage calls to the hotel: answering questions, providing information about the various rooms and current rates/promotions, making new reservations, adjusting or canceling existing reservations, and providing local recommendations
  • Manage arrivals: greet guests, register and assign rooms, check IDs and collect credit cards, provide tours and detailed information about the property, and assist the guest to their room when requested
  • Manage departures: ask guests about their stay, resolve any issues, collect payment and keys, send a receipt, and make any final adjustments to the guests' bill
  • In the absence of the manager, you will be responsible for all activities at the hotel and may be required to lead and/or assist housekeepers, kitchen staff, maintenance, etc.
  • Work with fellow team members in the Housekeeping and Kitchen departments, notify them of early check-ins, late check-outs, changes, or special guest requests
  • Work within the five core values of Four Sisters Inns: Grace, Grit, Attentiveness, Adaptability, Above & Beyond
  • Promote the collection: develop a knowledge of other Four Sisters Inns and communicate information about the collection to guests
  • Any other duties as assigned
Perks of the Job
  • Paid sick leave
  • Yearly free night at select hotels in the Four Sisters collection
  • Discounted Team Member Rate for you plus a Friends and Family rate
  • Opportunities to learn and grow: we offer certifications and training to help you grow and develop your hospitality career
  • Tax-saving 401K Retirement Plan
  • Opportunity to thrive and grow in an employee-centric work environment
  • Being part of a beautiful and prestigious hotel collection in California
What You Bring to the Team
  • A positive, can-do attitude and a high degree of professionalism
    • Proven experience providing excellent guest service
    • A joy for interacting with guests and fellow team members, and helping them to have the best experience possible
    • Teamwork mindset: Willingness to jump in wherever and whenever needed to lend a hand to a fellow team member for the greater good of the guest experience
    • A strong work ethic
  • Knowledge of and enthusiasm for travel and the local area (including restaurants, wineries, shops, activities, etc)
  • The ability to thrive in, adapt, pivot, and embrace a workplace environment that evolves and changes daily
  • The ability to remain calm and show grace, even during stressful situations
  • The desire to go above and beyond to help guests and team members
About Four Sisters Inns

Four Sisters Inns is a collection of 17 boutique inns and small hotels located in California's most desirable destinations. Each is one-of-a-kind, offering guests an authentic and personalized experience, beautiful accommodations, and exceptional service. For the past 45 years, Four Sisters Inns has developed a loyal following. We remain committed to fostering a culture that values our employees, guests, and investors.

Our Company Culture
  • We operate with a high level of integrity and are committed to maintaining a professional and respectful work environment
  • At Four Sisters Inns, we work as one team with one goal and encourage a collaborative approach
  • We offer a small team setting where your input is valued and your efforts make an impact
  • We believe that our team member's experience is equally as important as our guests'
  • We believe in providing learning and growth opportunities for our team members, and strive to promote from within the company whenever possible
  • We are a majority woman-owned business

FOUR SISTERS INNS IS AN EQUAL OPPORTUNITY EMPLOYER

Four Sisters Inns is proud to be an Equal Employment Opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military service or veteran status, physical or mental disability status, or any other applicable legally protected characteristics as outlined by the federal, state, and local governments.

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