Guest Service Associate
About The Position
Essential Functions: All areas Be Familiar with the City, as to provide driving & walking directions. Be fully acquainted with the different points of interest Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department. Accept other special duties as required by management. Interact with all other departments to ensure that guest's needs are satisfied. Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved. Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel. To proactively work to seek out ways in which to improve the hotel experience for our guests. Ensure the crispness & neatness of your appearance. Uniform, nametag & shoes shined. Adhere to proper loading of Bell cart to distribute weight evenly. Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance. Understand who may use the bell carts and for what purposes. Understand how to properly push and pull a bell cart safely Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity. Understand responsibilities with regard to reporting burnt out light bulbs and spills. Understand the bridging concept with the front desk for clues to guest status. Use the expression, "Welcome to the (insert hotel name)" with every arriving guest. Understand the responsibilities with regard to two-way radio use. Refer all guests to hotel offered operations first. (hotel restaurant and/or lounge) Controls the traffic flow in and out of the Lobby. Notifies the Front Desk and Guest Services of VIP arrivals whenever possible. Ensure that all personal interaction with other employees, takes place in a "non guest" area. Fosse experience preferred but not required. Interior Assist in arranging for restaurant Reservations and limousines as required by our guests. Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms. Follow up on Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift. Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc. Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary. Understand how to enter an elevator. Understand when to enter an elevator and when to wait for next elevator. Understand what to say when in the elevator. Understand how to call floors. Understand the significance of the Franchise Guest Travel Program. Understand the Express Check in process and responsibilities. Understand that the 'floor' must be covered 100% of the time & the importance of informing Management of your whereabouts at all times. Ensure delivery of AM Newspapers Share The Responsibility Of Delivering The Express Check Outs. Exterior Calls taxi and/or shuttle for guests as needed. Understand the importance & use of the daily/nightly checklists. Maintains a clean and orderly appearance of the work area at all times. Use 10 5 rule with each and every guest Thank guests for staying, invite them back. Follow in procedures for value cards.
Nice To Haves
- Fosse experience
Responsibilities
- Provide driving & walking directions
- Be acquainted with points of interest
- Maintain public areas
- Cooperate with Housekeeping Department
- Interact with other departments to ensure guest needs are satisfied
- Follow-up with guests to ensure problems were resolved
- Speak with guests in a friendly manner
- Proactively seek ways to improve the hotel experience
- Maintain crispness & neatness of appearance
- Adhere to proper loading of Bell cart
- Enforce hotel policy on loading and unloading boxes
- Understand who may use the bell carts and for what purposes
- Understand how to properly push and pull a bell cart safely
- Understand the use of the time clock
- Report burnt out light bulbs and spills
- Understand the bridging concept with the front desk
- Use the expression, "Welcome to the (insert hotel name)" with every arriving guest
- Understand responsibilities with regard to two-way radio use
- Refer all guests to hotel offered operations first
- Control the traffic flow in and out of the Lobby
- Notify the Front Desk and Guest Services of VIP arrivals
- Ensure that all personal interaction with other employees, takes place in a "non guest" area
- Assist in arranging for restaurant Reservations and limousines
- Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms
- Follow up on Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift
- Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc
- Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary
- Understand how to enter an elevator
- Understand when to enter an elevator and when to wait for next elevator
- Understand what to say when in the elevator
- Understand how to call floors
- Understand the significance of the Franchise Guest Travel Program
- Understand the Express Check in process and responsibilities
- Understand that the 'floor' must be covered 100% of the time & the importance of informing Management of your whereabouts at all times
- Ensure delivery of AM Newspapers
- Share The Responsibility Of Delivering The Express Check Outs
- Calls taxi and/or shuttle for guests as needed
- Understand the importance & use of the daily/nightly checklists
- Maintain a clean and orderly appearance of the work area at all times
- Use 10 5 rule with each and every guest
- Thank guests for staying, invite them back
- Follow in procedures for value cards
Stand Out From the Crowd
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
