Guest Services Associate

Higgins Beach Inn • Scarborough, ME

1d • $18 - $20 • Onsite

About The Position

Guest Services Associates are responsible for the critical first impressionour guests have of our properties. Guest Service Associates demonstrateexceptional hospitality in an attentive, friendly, and efficient mannergoing above-and-beyond to ensure that guest experiences will be worthremembering. The key service roles begin with greeting guests and endin delivering a departure experience that makes a guest want to be areturn customer. GSA responsibilities include monitoring daily bookingsand ensure assigned rooms are prepared prior to check-in, overseeingcheck-in and check-out procedures, including reservations and financialtransactions, promptly address guest requests, actively listen to andresolve complaints, ensure special guests receive personalized services,inform guests of hotel amenities and services, appraise performance andproduce regular reports, and more.

Requirements

• Must be eligible to work in the United States of America.
• Must be at least 18 years of age.
• Abilityto communicate in English, both orally and written, with guests andemployees, some of whom will require high levels of patience, tact anddiplomacy.
• Ability to work as a part of a team.
• Ability to understand verbal and written directions, as well as workplace safety signage.
• Active listening and observation skills.
• Ability to work under pressure and deal with deadlines and stressful situations.
• Frequent walking, bending, balancing, stooping, reaching, pushing, lifting, manual dexterity and repetitive motions.
• Occasional stair climbing.
• Schedule varies according to operational needs; may include early mornings, evenings, weekends, holidays, and split-shifts.
• Hazards include, but are not limited to lifting injuries, exposure to unsanitary materials, slips, and tripping.

Responsibilities

• Maintain a neat and professional appearance in accordance with property standards.
• Welcomeand acknowledge each and every guest with a smile, eye contact, and afriendly verbal greeting, using the guests name when possible.
• Register and orient arriving guests according to property standards.
• Be knowledgeable about the property, its programs, amenities and experiences.
• Havea working knowledge of properties phone and other communicationsystems.
• Answer telephone calls with a pleasant demeanor according toproperty etiquette, listening carefully to caller requests, andclearly taking, dating, distributing or filing notes as needed.
• Be knowledgeable of your role in the property's reservations process.
• Serveas concierge, sharing knowledge of the area surrounding your propertysuggesting activities and recreation, dining options, and assisting withground transportation and local driving directions.
• Continuallybuild rapport with property guests. Engage guests in conversation atthe desk and when you encounter them around the property.
• Activelylisten to and respond positively to guest questions, concerns, andrequests. Anticipate guest service needs. Proactively approach guestsneeding service or assistance.
• Manageand resolve all guest complaints (and compliments) in a professionaland courteous manner, maintaining composure under pressure, allowingguests to speak first and then providing solutions to their issues orconcerns. Follow through to ensure guest satisfaction with theresolution. Know who to call upon if you cannot solve a guest's problem.
• Workwith colleagues to ensure that guests needs are continually met.Maintain an efficient and effective flow of information with guests andall internal departments. Record any special guest needs reported,making notes for future visits according to property specifications.
• Maintainaccurate guest accounts and folios, house banks, deposits, petty cashand cash drawers according to property specifications. Understand cashreporting requirements. Befully knowledgeable about how to post to and maintain guest foliosaccording to property specifications. Must have computer skillssufficient to meet property system needs which may include MicrosoftWord, Xcel, database operations, point of sale and property managementsystems.
• Processguest check-outs and collect and process payments with efficiency. Beable to explain everything on a guest folio and be able to makecorrections as needed. Thank guests with genuine appreciation and bid them a fond farewell at departure.
• Beresponsible for security of any room or supply closet keys, as well asfor respecting the confidential nature of some front deskcorrespondence, transactions, and activities. Be knowledgeable of property specific safety and security procedures.
• Deliver messages, faxes, packages to guests in a timely manner.
• Performlight housekeeping duties to ensure that the appearance of front deskand lobby areas is according to property specifications. Label all lost and found items according to property procedures. Know who to notify in case of broken equipment or unsafe/unsanitary conditions.
• Manually handle/lift/carry product up to 50 pounds between knee and shoulders. Must have bilateral fine manipulation of both hands which may be repetitive for entire shift. May be vertically mobile for entire shift.
• Protect the assets of this property and Migis Hotel Group.

Benefits

• Discounted stays and food & beverage at affiliated properties
• room for growth and a supportive environment
• meaningfulcompany-sponsored benefits to eligible employees and perks such asdiscounts at our properties and recreational staff days

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees