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Guest Experience Specialist

4 months ago

Charleston, United States Spectator Hotel Full time

At The Spectator Hotel, we pride ourselves on exceeding guest expectations by providing the highest level of luxurious, comfortable service. The Guest Experience team is responsible for shaping memorable, personalized, and one-of-a-kind experiences for all of our guests. The Guest Experience Specialist is a powerhouse of information, serving as an ambassador for the city of Charleston and an expert representative of The Spectator Hotel. Both full and part-time positions are available.

Task and Responsibilities:

  • Welcome, escort and accommodate hotel guests and ensure that all guest needs are satisfied
  • Provide friendly, attentive, and timely service to create an exceptional and genuine experience for all of our guests.
  • Create an atmosphere of anticipatory service in which guests feel that our service is of the highest standards and wherein expectations are not only met but exceeded.
  • Build genuine relationships with guests and document guest preferences to ensure satisfaction upon future visits
  • Uphold and ensure compliance with all departmental policies and procedures.
  • Provide an orientation of the hotel and escort hotel guests to their respective rooms
  • Assist guests with luggage and their personal belongings; explain features of the guest room such as thermostat control, television, roomcast, in-room safe, Wi-Fi, ...
  • Complete all guest requests accurately and in compliance with AAA Four Diamond standards
  • If requested, provide any pressing, shoe shining, ironing, steaming, and clothing mending.
  • Learn the names and personally recognize regular guests. Use guest names during all interactions in the room or on the phone
  • Answer telephones using appropriate etiquette
  • Receive and prepare room service orders such as prepare station for service including the set up and inspection of all trays with correct settings and ensuring cleanliness. Correctly position plates, silverware, and food items on trays. The greatest attention to detail is required
  • Deliver and serve food and beverage items in accordance with procedures making sure to remove all plastic and food coverings; occasional food pickup from nearby restaurants required
  • Maintain cleanliness in and of all areas including trays, tables, counters, sinks, utensils, shelves, coffee stations, refrigerators, storerooms, and other storage areas relevant to the Guest Experience operation
  • Maintain an accurate working knowledge of local service providers for special requests such as flower vendor(s), transportation, dry cleaning and laundry, pharmacy, restaurants, sights, historic sites
  • Anticipate and respond t special requests with an insight into each person's unique needs; follow up to ensure satisfaction
  • Gather, summarize, and provide information to guests about the property and local points of interest including dining, attractions, shopping, special events and activities
  • Provide clear walking and driving directions for the local area with or without use of a map. Answer guest questions in person, over the phone and via email. Record, process and follow up on all actionable items
  • Contact and dispatch appropriate department (Bell/ Valet, Housekeeping, Maintenance) as necessary to resolve and guest calls and requests or issues.
  • Review shift logs and email communication
  • Record and pass along important information; monitor public areas for service, comfort, safety and well- being of guests
  • Assist individuals with special needs and disabilities
  • Supply guests with directions or arrange for transportation (taxicab, shuttle, private transportation, local Pedi-cab transportation, Uber/ Lyft assistance)
  • Develop and maintain a positive working relationship with others
  • Report accidents, injuries and any unsafe working conditions to your manager or the manager on duty (MOD)
  • Assist Front Desk whenever possible and needed including but not limited to assisting with check ins and reservations, assigning rooms, issuing room keys, and providing an introductory orientation to the property
  • Make and review reservations according to established standards
  • Process guest check-outs by reviewing charges, processing payment, and updating room status
  • Answer, record, and process all guest calls, messages, requests, questions, or concerns
  • Coordinate with Housekeeping to track readiness of rooms for check-in and arrange for special requests
  • Monitor public areas for service, comfort, safety, and well-being of guests
  • Follow all company policies and procedures; ensure uniform and personal appearance is clean and professional
  • Welcome and acknowledge all guests according to company standards
Minimum Requirements:
  • Minimum of (1) year of hospitality or guest service experience in a luxury or boutique hotel
  • Experience of working for a four star and/ or diamond property preferred
  • Excellent communication skills, both written and verbal
  • Must have ability to courteously present information to people in one-on-one and group situations
  • Must possess a positive attitude and have the ability to work with a variety of people and in cooperation with coworkers efficiently and effectively
  • Highest attention to detail required and able to manage competing priorities and multiple deadlines in a fast paced environment
  • Ability to easily adapt to organizational and environmental changes
  • Adhere to all regulatory, company and department policies and procedures
  • Move, lift, carry, push, pull, and place objects weighing less than or equal to 70 pounds without assistance
  • Must be flexible to working days, early mornings, evenings, weekends, and holidays
  • Report to work at the scheduled time, neatly groomed and in regulation with company dress code policy.
  • Proficient in windows and Microsoft office software applications such as Word, Excel, PowerPoint and Outlook; familiarization with Apple IOS interface
  • Must be at least 18 years of age (SC law requires that one must be over the age of 18 to serve alcohol).
  • Follow all company policies and procedures
  • Stand, sit or walk for an extended period of time
  • Perform other reasonable job duties as requested by Supervisors