Guest Services Ambassador

3 days ago

Portland, Oregon, United States Hotel Lucia Full time
About Us

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 Description

Overview: 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
Qualifications

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
Requirements

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
Education and/or Experience

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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