Guest Services Associate

3 weeks ago

Southport, United States Ocean Gate Resort Full time
Description

Overview:

This position maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution.

This employee must display effective listening and communication skills, initiative, ability to work independently and in teams, and lead by example. He/she must be able to exercise good judgment and discretion, display effective problem-solving skills, and provide excellent customer service. Additionally, he/she must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow-through.

We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace, and live the company values.

Our Values embody:
  • Integrity - We are honest, genuine, and transparent in our interactions.
  • Concern For Others - We care for each other and our guests.
  • Collaboration - We value diversity and "come as you are" spirit and personality.
  • Accountability - We make mistakes, learn from them, and strive for continuous improvement.
  • Hospitality Soul - We have fun creating lifelong memories for each other and our guests.


Responsibilities

Job Duties and Responsibilities:
•Welcome and check-in guests in a friendly and efficient manner, demonstrate excellent customer service and phone etiquette
•Accountable for assigned cash drawer(s) and cash balances (make correct change)
•Answer and transfer calls in a timely (preferably 3 rings) and courteous fashion
•Manage all aspects of the reservations process (process room reservations, secure deposit, and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
•Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly
•Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room
•Maintain full knowledge of all room types, features, locations, rates
•Verify accuracy of information in property management system by entering data correctly and checking daily arrivals
•Effectively handle all guest inquiries, requests, and complaints; confirm guest needs have been met; timely alert manager on duty to any unresolved complaints
•Communicate effectively with all departments
•Develop a working knowledge of local attractions, business locations, and points of interest
•Review daily activities and groups, communicate details with co-workers and guests as needed
•Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors
•Know the location, basic troubleshooting, and relevant contact list for all major hotel systems
•Knowledge of all hotels services, amenities, and hours of operation
•Maybe the first point of contact during any emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals
•Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.
•Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows, etc.) , and general inquiries
•Confirm guest satisfaction at check-out and take appropriate corrective action if necessary. Say, "Thank you."
•Perform daily reporting requirements based on specific hotel needs
•Ensure transfer of information from shift to shift at the Front Desk
•Keep adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary
•Understand operation of guest room features, i.e. HVAC units, thermostats, showers, windows, etc.

Expectations of all Employees:
•Be polite, courteous, and helpful to all guests and coworkers, displaying a positive "can do" attitude while maintaining a high level of professionalism consistent with the company values.
•Acknowledge our guests with a smile and friendly "Hello". Promptly attend to guest needs
•Comply with all hotel policies and procedures, i.e., Employee Handbook, Conduct Policy, Safety Policy, etc.
•Comply with guest privacy standards.
•Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor. (Fraud, Dishonesty, and False Statements regarding an injury will result in disciplinary action up to and including termination)
•Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager
•Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, footwear, and name tag) neat in appearance.
•Complete work in a timely manner and meet productivity standards/expectations.
•Keep work area clean, neat, and well organized.
•Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside specific job duties)
•Seek approval from management prior to working overtime (i.e., punching in early or staying beyond scheduled shift)
•Perform additional duties as assigned.

Qualifications

Skills Required:

Provide high level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure.

Experience / Education:

High School diploma and/or equivalent work experience

Performance Measurement:

On-going feedback from supervisor, attendance, productivity, feedback from others, guest comments and scores, etc.

Physical Demands:

Work is performed in a hotel environment. This is a very physically demanding job that requires extended periods of walking, standing, bending, lifting, twisting, and kneeling. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

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