Guest Services Associate

1 week ago

Jackson, Wyoming, United States The Yarrow Group Full time
Position Overview

As a Guest Services Associate, you will play a crucial role in ensuring a seamless arrival and departure experience for our guests while delivering exceptional customer service. Your commitment to maintaining high standards in both internal and external service will reflect the values of The Yarrow Group. You will collaborate closely with the guest experience, concierge, and front desk teams to enhance the overall guest journey.

Key Responsibilities
  • Efficiently manage essential tasks, including but not limited to:
    • Welcoming and escorting guests to the front office team
    • Parking guest vehicles as needed
    • Safely retrieving and delivering luggage to guest rooms
    • Providing detailed information about room and property features upon guest arrival
    • Assisting departing guests with their luggage
    • Tracking incoming and outgoing packages promptly
  • Adhere to all brand and service standards, maintaining composure while addressing guest concerns. Uphold guest satisfaction by positively representing the hotel and engaging with the public.
  • Greet guests with a warm and genuine welcome, utilizing a clear and positive communication style. Listen attentively to requests and respond appropriately.
  • Complete all assigned checklists and shift reports with accuracy.
  • Maintain cleanliness in the front drive and surrounding areas.
  • Retrieve mail, packages, and special requests for guests as needed.
  • Deliver amenities, cards, or packages to guest rooms upon arrival or during their stay.
  • Stay informed about local recreational, dining, and cultural attractions to provide guests with informed recommendations.
  • Align with the culture, values, and goals of The Yarrow Group.
  • Exhibit a professional appearance and demeanor at all times, adhering to dress code and uniform standards.
  • Utilize package tracking systems and other relevant software as required.
  • Stock and maintain the lobby market area and guest room pantries.
  • Follow best practices and procedures for the guest experience team.
  • Keep your workstation and lobby area clean, neat, and organized.
  • Adhere to safety and emergency guidelines and procedures.
  • Maintain accurate tip tracking in the time clock.
  • Assist in various tasks as assigned and support other departments when necessary.
Qualifications
  • Minimum of one year in a guest-facing role, preferably in a full-service environment.
  • Valid driver's license with a clean driving record for at least two years.
  • Strong background in customer service.
  • Excellent verbal and written communication skills.
  • Proven ability to resolve guest issues effectively.
  • Understanding of daily hotel operations.
  • Proficient in reading, writing, and speaking English.
  • Flexible availability during peak business periods, including weekends and holidays.
  • Basic math skills are required.
  • Ability to manage internal and external customers with patience and diplomacy.
  • Capability to work independently and efficiently multitask.
Benefits
  • Access to wellness resources.
  • Opportunities for training and development.
  • Short-term and long-term disability coverage.
  • Paid time off for vacation, sick leave, and public holidays.
  • Life insurance options.
  • Retirement plan options.
  • Comprehensive health care plan including medical, dental, and vision coverage.

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