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Guest Services Representative

2 months ago

Louisville, Kentucky, United States Bunkhouse Full time

Position Overview:
In response to the dynamic needs of our operations, this role may require undertaking various tasks beyond the primary responsibilities outlined. The individual in this position may be called upon to assist with additional duties as necessary or as instructed. It is important to note that employee responsibilities and job descriptions are subject to ongoing evaluation and modification.

About Bunkhouse:
Founded in 2006, Bunkhouse manages a diverse collection of hotels and Jo's Coffee locations. We are known for crafting unforgettable experiences that extend beyond a comfortable stay and a delightful cup of coffee. Our dedication to design, meticulous attention to detail, and commitment to fostering authentic culture have secured our properties a cherished place in the hearts of our visitors. Our operations are deeply rooted in the communities we serve, and we prioritize creating a sense of connection and awareness of place in all our endeavors.

Qualifications:

  • High School diploma or equivalent (GED); a college degree is preferred.
  • Minimum of six months of relevant experience in the hospitality or service sector.
  • Proficiency in speaking, reading, writing, and understanding the primary language(s) of the workplace.
  • Ability to interpret safety regulations, operational guidelines, and maintenance instructions.
  • Competence in drafting routine reports and correspondence.
  • Effective communication skills for addressing groups of colleagues and staff from sister properties.
  • Familiarity with document creation in Excel and Word.
  • Understanding of various computer applications, including Property Management Systems.
  • Basic mathematical skills, including addition, subtraction, multiplication, division, and algebra, using whole numbers, fractions, and decimals.
These requirements represent the minimum knowledge, skills, and abilities necessary for successful job performance. The employee must demonstrate the capacity to fulfill each duty proficiently, with or without reasonable accommodation.

Key Responsibilities:
  • Adhere to all operational standards, policies, procedures, training materials, and verbal instructions.
  • Complete all checklist items pertinent to each shift.
  • Check in and out all hotel guests with professionalism and a personalized approach.
  • Accurately and efficiently handle hotel reservations.
  • Assist in the planning and execution of special projects.
  • Respond promptly to guest feedback and concerns, reporting issues to the supervisor and aiding in corrective actions as needed.
  • Foster positive relationships with all guests and staff.
  • Ensure all incoming calls are managed courteously and efficiently.
  • Maintain a detailed log of guest requests for assistance or complaints, ensuring all issues are resolved.
  • Open, secure, and balance shift banks, verifying all cash, credit card, and room charge transactions.
  • Maintain accuracy in all accounting and billing practices.
  • Possess comprehensive knowledge of hotel availability, current rates, and special events that may affect occupancy.
  • Issue guest safety deposit boxes upon request.
  • Demonstrate extensive knowledge of local dining options, events, attractions, and directions.
  • Ensure effective communication with all departments and management through emails, logs, and meetings to meet hotel needs.
  • Maintain a high standard of cleanliness and safety in the work environment.
  • Ensure all equipment is kept in safe and functional condition.
  • Stay vigilant regarding safety issues throughout the property.
  • Keep informed about safety and emergency protocols and OSHA requirements.
  • Participate in relevant meetings.
Education and Experience:
  • High School diploma or equivalent (GED).
  • At least six months of relevant experience in the hospitality or service industry.
Policy and Service Responsibility:
  • Must comply with all hotel/company loss prevention guidelines.
Physical Requirements:
  • Able to perform essential functions consistently and safely, in accordance with ADA, FMLA, and other applicable standards.
  • Ability to maintain regular and punctual attendance.
  • Must be capable of lifting and carrying up to 50 lbs.
  • Must be able to sit, stand, and squat frequently.