Guest Experience Specialist / Butler

Charlestowne Hotels•Charleston, SC

22h•Onsite

About The Position

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 / Butler is a powerhouse of information, serving as an ambassador for the city of Charleston and an expert representative of The Spectator Hotel.

Requirements

Minimum of (1) year of hospitality or guest service experience in a luxury or boutique hotel
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).
Perform other reasonable job duties as requested by Supervisors

Nice To Haves

Experience of working for a four star and/or diamond property preferred

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.
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