Guest Service Associate (Part-Time - Afternoon Availability)

Lark Hospitality Career Site•Newbury, MA

16h•Onsite

About The Position

We are looking for a part-time YEAR-ROUND team member who is available 2-3 shifts per week in the afternoon from 12pm-8pm. Shifts will vary and are dependent on Inn occupancy. We look forward to meeting you! General: This employee must display effective listening and communication skills, initiative, the ability to work independently and in teams, and lead by example. He/she must be able to exercise good judgment and discretion, display effective problem-solving skills, and provide excellent customer service. Additionally, he/she must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow-through. We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace, and live the company values. Our Values embody: Integrity: We are honest, genuine, and transparent in our interactions. Concern For Others: We care for each other and our guests. Collaboration: We value diversity and “come as you are” spirit and personality. Accountability: We make mistakes, learn from them, and strive for continuous improvement. Hospitality Soul: We have fun creating lifelong memories for each other and our guests.

Requirements

Effective listening and communication skills
Initiative
Ability to work independently and in teams
Ability to lead by example
Good judgment and discretion
Effective problem-solving skills
Excellent customer service
Ability to multi-task
Composure under pressure
High level of professionalism, integrity, and follow-through
Passion, enthusiasm, and attention to customer satisfaction
Champion, embrace, and live the company values
Available 2-3 shifts per week in the afternoon from 12pm-8pm
Ability to make correct change
Ability to answer and transfer calls in a timely and courteous fashion
Ability to manage all aspects of the reservations process
Ability to monitor reservations email account and reply to e-mail correspondence
Ability to check room availability and housekeeping/maintenance status
Ability to maintain full knowledge of all room types, features, locations, rates
Ability to verify accuracy of information in property management system
Ability to handle all guest inquiries, requests and complaints
Ability to communicate effectively with all departments
Ability to develop a working knowledge of local attractions, business locations, and points of interest
Ability to direct traffic inside the hotel
Knowledge of all hotel services, amenities, and hours of operation
Familiarity with hotel Emergency Manuals
Ability to handle all in-house accounts
Ability to handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests, and general inquiries
Ability to confirm guest satisfaction at check-out
Ability to perform daily reporting requirements
Ability to ensure transfer of information from shift to shift
Ability to keep adequate inventory of front desk and guest supplies
Ability to understand operation of guest room features

Responsibilities

Welcome and check-in guests in a friendly and efficient manner; demonstrate excellent customer service and phone etiquette
Accountable for assigned cash drawer(s) and cash balances (make correct change)
Answer and transfer calls in a timely (preferably 3 rings) and courteous fashion
Manage all aspects of the reservations process (process room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly
Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room
Maintain full knowledge of all room types, features, locations, rates
Verify accuracy of information in property management system by entering data correctly and checking daily arrivals
Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met; timely alert manager on duty to any unresolved complaints
Communicate effectively with all departments
Develop a working knowledge of local attractions, business locations, and points of interest
Review daily activities and groups, communicate details with co-workers and guests as needed
Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors
Know location, basic troubleshooting, and relevant contact list for all major hotel systems
Knowledge of all hotel services, amenities, and hours of operation
May be first point of contact during any emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals
Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.
Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows etc.), and general inquiries
Confirm guest satisfaction at check-out and take appropriate corrective action if necessary. Say, “Thank you.”
Perform daily reporting requirements based on specific hotel needs
Ensure transfer of information from shift to shift at the Front Desk
Keep adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary
Understand operation of guest room features, i.e. HVAC units, thermostats, showers, windows, etc.