Evening Guest Service Associate

Lark Hospitality Career Site•Stowe, VT

5d•Onsite

About The Position

This position maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution. The employee must display effective listening and communication skills, initiative, 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. Employees are expected to approach their work with passion, enthusiasm, and attention to customer satisfaction, and to champion, embrace and live the company values. The company values embody: Integrity (honesty, genuineness, and transparency), Concern For Others (caring for each other and guests), Collaboration (valuing diversity and a "come as you are" spirit), Accountability (making mistakes, learning from them, and striving for continuous improvement), and Hospitality Soul (having fun creating lifelong memories).

Requirements

Must be legally authorized to work in the United States.
Must complete the I-9 form within the first 3 days of employment.
Regular attendance and reporting to work on time.
Ability to work flexible schedules (including weekends, nights, holidays).
Effective communication skills, both verbally and in writing.
Ability to understand and follow instructions.
Ability to work safely and follow safety policies.
Ability to perform job duties as described.
Ability to be polite, courteous, and helpful to all guests and coworkers.
Ability to display a positive “can do” attitude.
Ability to maintain a high level of professionalism.
Ability to acknowledge guests with a smile and friendly greeting.
Ability to promptly attend to guest needs.
Ability to comply with all hotel policies and procedures.
Ability to comply with guest privacy standards.
Ability to report all injuries occurring while on duty immediately.
Ability to act as a safety and security agent.
Ability to arrive to work on time and in appropriate work attire, neat in appearance.
Ability to complete work in a timely manner and meet productivity standards/expectations.
Ability to keep work area clean, neat, and well organized.
Ability to demonstrate team behavior and attitude.
Ability to seek approval from management prior to working overtime.
Ability to welcome and check-in guests in a friendly and efficient manner.
Ability to demonstrate excellent customer service and phone etiquette.
Accountability for assigned cash drawer(s) and cash balances.
Ability to answer and transfer calls in a timely and courteous fashion.
Ability to manage all aspects of the reservations process.
Ability to use suggestive selling techniques.
Ability to stay abreast of local rates, in-house strategy, group and special rate plans and packages, and available inventory.
Ability to monitor reservations email account and reply to e-mail correspondence.
Ability to process e-mail requests/reservations accordingly.
Ability to understand how to check room availability and housekeeping/maintenance status.
Ability to ensure against overbooking.
Ability to ensure guests are provided an inspected room.
Ability to maintain full knowledge of all room types, features, locations, and rates.
Ability to verify accuracy of information in property management system.
Ability to effectively handle all guest inquiries, requests, and complaints.
Ability to confirm guest needs have been met.
Ability to timely alert manager on duty to any unresolved 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 review daily activities and groups, communicate details with co-workers and guests.
Ability to direct traffic inside the hotel.
Knowledge of all major hotel systems.
Knowledge of all hotel services, amenities, and hours of operation.
Familiarity with all emergency procedures.
Ability to accurately handle all in-house accounts.
Ability to handle services for guests including mail, messages, telephone calls, faxes, wake-up calls, after-hours requests, and general inquiries.
Ability to confirm guest satisfaction at check-out and take appropriate corrective action if necessary.
Ability to perform daily reporting requirements.
Ability to ensure transfer of information from shift to shift at the Front Desk.
Ability to keep adequate inventory of front desk and guest supplies available at all times.
Ability to communicate shortages as necessary.
Ability to understand operation of guest room features.

Nice To Haves

Reasonable accommodations will be considered in accommodating disabilities.

Responsibilities

Maximize revenue and create value by providing excellent customer service.
Handle reservation sales effectively.
Manage all guest accounts efficiently and accurately.
Assist in all phases of the guest experience, including check-in, check-out, and problem resolution.
Display effective listening and communication skills.
Show initiative and the ability to work independently and in teams.
Lead by example.
Exercise good judgment and discretion.
Display effective problem-solving skills.
Provide excellent customer service.
Multi-task and maintain composure under pressure.
Display a high level of professionalism, integrity, and follow through.
Approach work with passion, enthusiasm, and attention to customer satisfaction.
Champion, embrace and live the company values.
Regularly attend work and report on time, ready to begin the shift.
Work flexible schedules, including weekends, nights, and holidays, to meet hotel/guest needs.
Communicate effectively, both verbally and in writing.
Understand and follow instructions as directed by supervisor/manager.
Work safely and follow all safety policies.
Perform job duties as described.
Be polite, courteous, and helpful to all guests and coworkers.
Display a positive “can do” attitude while maintaining a high level of professionalism.
Acknowledge guests with a smile and friendly greeting.
Promptly attend to guest needs.
Comply with all hotel policies and procedures.
Comply with guest privacy standards.
Report all injuries occurring while on duty immediately.
Act as a safety and security agent by identifying and reporting potential risks.
Arrive to work on time, and in appropriate work attire, neat in appearance.
Complete work in a timely manner and meet productivity standards/expectations.
Keep work area clean, neat, and well organized.
Demonstrate team behavior and attitude.
Seek approval from management prior to working overtime.
Perform additional duties as assigned.
Welcome and check-in guests in a friendly and efficient manner.
Demonstrate excellent customer service and phone etiquette.
Be accountable for assigned cash drawer(s) and cash balances.
Answer and transfer calls in a timely and courteous fashion.
Manage all aspects of the reservations process.
Use suggestive selling techniques.
Stay abreast of local rates, in-house strategy, group and special rate plans and packages, and available inventory.
Monitor reservations email account and reply to e-mail correspondence.
Process e-mail requests/reservations accordingly.
Understand how to check room availability and housekeeping/maintenance status.
Ensure against overbooking.
Ensure guests are provided an inspected room.
Maintain full knowledge of all room types, features, locations, and rates.
Verify accuracy of information in property management system.
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.
Direct traffic inside the hotel.
Know the location, basic troubleshooting, and relevant contact list for all major hotel systems.
Know all hotel services, amenities, and hours of operation.
Be familiar with all emergency procedures.
Accurately handle all in-house accounts.
Handle services for guests including mail, messages, telephone calls, faxes, wake-up calls, after-hours requests, and general inquiries.
Confirm guest satisfaction at check-out and take appropriate corrective action if necessary.
Perform daily reporting requirements.
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.