Guest Services Ambassador
3 days ago
At Hotel Lucia, we prioritize our employees' growth and well-being. Our supportive and inclusive work environment fosters diversity, development, and a commitment to excellence. We offer a range of benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks like on-site wellness programs and employee rates on hotel stays. Our dedication to employee development and relationships sets us apart in the industry.
Location DescriptionOverview: We're a strong believer in Work-Life Effectiveness, offering practices, policies, and programs to help our employees achieve success at both work and home. Here are some of the great benefits we offer:
- Full-time employees have access to medical and dental insurance to fit their needs
- Mosaic Learning Center (grow personally and professionally through online webinars and self-study courses)
- 401K match (help build your financial future)
- Company-wide hotel room discounts
- Paid time off
- Employee Assistance Program (support you and your loved ones)
- Partnerships and discounts with major retailers
- Many more
We're looking for highly motivated individuals to join our Guest Services team. The ideal candidate uses their engaging personality to create a memorable first impression for our guests. While checking in, registering guests, the Guest Services Agent is a source of knowledge for the guest for everything about the hotel, its amenities, and the local area.
Your Role:
- Provide exceptional customer service by being engaging and taking sincere interest
- Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is established
- Help to resolve problems and WOW guests through recovery when things aren't quite right
- Promote and sell special hotel programs
- Interact with hotel/resort staff in a professional manner, assisting other departments with necessary information
- Be knowledgeable of all emergency procedures and policies
- Maintain house bank
- Communicate all pertinent information to manager on duty
- Follow set procedures on posting, charges, cashing checks, safe deposits, and refunds
- Assist other departments as needed
The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
- Ability to handle sensitive, confidential information discreetly and professionally
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger
- Ability to work well under pressure of check-in/check-out of guests and handle multiple tasks at once
- Ability to work independently with limited support and minimum supervision
- Excellent verbal and written communication skills
- Strong detail orientation; ability to set priorities, multi-task and meet deadlines
- Strong organizational, problem-solving, and administrative skills
- Ability to quickly learn and accurately administer complex processes
- Strong ability to track actions and follow through on processes
- Proven ability to work effectively in an unstructured, fast-paced and constantly changing environment
- Commitment to excellence and continuous improvement
- Versatility, flexibility, and a willingness to work with multiple priorities with enthusiasm
- Strong computer skills
- Excellent time management and organizational skills
High school diploma or equivalent required and a minimum of one year guest service experience and/or training; or equivalent combination of education and experience.
- Previous experience in a 4 to 5 star hotel (and the quality and services expectations associated therewith) preferred
- Multilingual skills are a plus
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