Guest Service Associate

Q Hotels Management • LaPlace, LA

1d • $13 - $13

About The Position

The Guest Service Associate welcomes guests and helps ensure a smooth, pleasant hotel experience. The role involves assisting guests with directions, local information, transportation, reservations, deliveries, and special requests, while coordinating with hotel departments and following up to confirm guest needs have been met. The associate also helps maintain public areas and the work area, manages lobby traffic, and supports bell and express check-in/check-out services. The position requires work both inside and outside the hotel, including the front drive, and may involve assisting with Concierge and Front Desk duties.

Requirements

• Ability to lift up to 50 pounds and push or pull a fully loaded bell cart weighing up to 200 pounds.
• Ability to walk frequently, run, stand for extended periods, stoop, bend, kneel, and run stairs during a shift.
• Ability to climb approximately three steps and enter and exit vans and other vehicles.
• Ability to use a computer for extended periods.
• Ability to answer phones in a clear, understandable tone.
• Ability to recognize luggage tag numbers visually; vision correctable to 20/20 for driving purposes.
• Ability to hear and converse with guests and hear traffic, and to read and interpret traffic and directional signage.
• Willingness to assist with Concierge and Front Desk duties.
• Ability and willingness to use stairs when necessary.
• Ability to work inside and outside, including exposure to weather conditions, and wear cold-climate outerwear, gloves, a hat, and boots.
• Knowledge of local directions and points of interest, or ability to become familiar with them.

Nice To Haves

• Fosse experience preferred but not required.

Responsibilities

• Provide driving and walking directions and information about local points of interest.
• Keep public areas, including the lobby and front drive, clean and tidy in cooperation with Housekeeping.
• Accept special duties as required by management and coordinate with other departments to satisfy guest needs.
• Follow up with guests after other departments complete requested tasks to confirm issues are resolved.
• Welcome guests in a friendly, warm, and genuine manner, using the hotel's specified welcome greeting for every arriving guest.
• Look for ways to improve the guest experience and thank guests for staying while inviting them back.
• Maintain a neat appearance, including uniform, nametag, and polished shoes.
• Load, push, and pull bell carts safely; follow hotel policies for their use and for loading and unloading boxes at the front entrance.
• Use the time clock correctly and clock in and out for un-work-related activity.
• Report burnt-out light bulbs and spills; use two-way radios appropriately and follow daily and nightly checklists.
• Coordinate with the Front Desk and Guest Services regarding VIP arrivals when possible and use the bridging concept to identify guest status.
• Refer guests to hotel-operated services first, including the hotel restaurant and lounge, and control traffic flow in and out of the lobby.
• Keep employee interactions in non-guest areas and keep the floor covered at all times, informing management of whereabouts.
• Arrange restaurant reservations, limousines, taxis, and shuttles as requested.
• Deliver newspapers, faxes, parcels, mail, special deliveries, and other requested items to guest rooms; follow up on guest requests such as extra pillows, toothpaste, and towels throughout the shift.
• Handle special requests such as flowers, rental cars, luggage forwarding, and airline tickets.
• Arrange sightseeing tours, recommend local shopping areas, and provide directions.
• Follow elevator procedures, understand how to call floors, and assist with the Express Check-In process and responsibilities.
• Share responsibility for delivering Express Check-Outs and deliver morning newspapers.
• Follow procedures for value cards and apply the 10-5 rule with every guest.
• Maintain a clean and orderly work area.
• Assist with Concierge and Front Desk duties when needed and answer phones clearly.
• Use stairs when necessary and assist with luggage loading into vehicles or onto carts.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed