Guest Services Specialist: Engagement

Hampton Inn Waldorf•Waldorf, MD

About The Position

Join Our Team at Canza Management, a subsidiary of TLTsolutions Role: Guest Services Specialist, Engagement Location : Who We Are: At TLTsolutions, we specialize in the investment, development, and management of premier hotel and other real estate properties. Our founder, transitioning from a distinguished career in healthcare leadership and consulting, established our firm with a clear mission: to empower individuals and families to build generational wealth through strategic real estate investments. Today, TLTsolutions manages a multi-million dollar portfolio primarily focused on the hospitality industry, dedicated to maximizing profitability and asset value while delivering exceptional guest experiences. Canza Management is the operational arm and property management subsidiary of TLTsolutions, responsible for overseeing and optimizing the performance of our portfolio of premium-branded hotel properties. Our commitment to operational excellence drives every aspect of our business. We employ a hands-on approach, ensuring that we exceed the standards expected by our guests, team members, and investors. Joining TLTsolutions and Canza Management means becoming part of a dynamic team that values professionalism, excellence, and strategic thinking. We empower our employees to take initiative in their roles and further their professional development through our continuous learning, growth, and collaboration culture. Your Role With Us: As a Guest Services Specialist focused on Guest Engagement, you will be the face of our hotel, responsible for delivering outstanding guest service from the first point of contact to the last. Your role goes beyond typical front desk duties; you will actively engage with guests throughout their stay to ensure a seamless and positive experience. Whether it’s assisting with special requests, anticipating needs before they arise, or stepping in to help with other hotel services, your proactive approach and commitment to excellence will make every guest feel welcomed, valued, and satisfied.

Requirements

Guest-Centric Mindset: A proactive focus on anticipating guest needs and delivering memorable experiences with enthusiasm and attention to detail.
Proactive Problem Solver: Someone who anticipates guest needs and takes action to resolve potential issues before they impact the guest experience.
Commitment to Excellence: A dedication to maintaining the highest standards in guest service and operational efficiency.
Flexibility: An adaptable approach that goes beyond traditional Guest Services boundaries, with the willingness to assist in various areas of the hotel and adjust to guest needs, shifting priorities, and dynamic situations.
Resilience: The ability to stay composed and focused in a fast-paced environment, maintaining excellent service standards under pressure.
Patience: A calm and patient demeanor, especially when addressing guest concerns, ensuring every interaction is handled with care and professionalism.
Positive Attitude: A warm, approachable, and optimistic attitude that contributes to creating a welcoming and pleasant atmosphere for guests and colleagues alike.

Responsibilities

Guest Interaction: Provide outstanding service during check-ins, check-outs, and throughout the guests' stay. Ensure all guest interactions are handled professionally, with warmth and hospitality.
Proactive Service: Actively engage with guests, anticipating their needs and proactively solving problems to ensure their comfort and satisfaction throughout their stay. Be attentive to cues, advance requests, and previous stay history to personalize the guest experience.
Cross-Department Collaboration: Maintain clear and effective communication with Housekeeping, Maintenance, Food and Beverage, and other hotel service teams to address guest needs promptly. Be willing to assist in various areas of the hotel to ensure seamless service.
Issue Resolution: Provide immediate assistance for any guest requests, room requirements, or inquiries, ensuring a comfortable and enjoyable stay. Never let "That’s not my job" be an answer.
Performance Monitoring: Review performance metrics like guest satisfaction scores and check-in/check-out times to identify and implement improvements.
Feedback Analysis: Analyze guest feedback related to Guest Services and collaborate with management to enhance the guest experience.
Audit & Reporting: Generate and review weekly audit reports, including room occupancy rates, reservation accuracy, and guest billing discrepancies, ensuring adherence to hotel standards and accounting practices.
Inventory Management: Regularly check and manage the inventory of front desk supplies such as key cards, stationery, and informational brochures to ensure smooth operations.
Loyalty Program Promotion: Inform guests about the benefits of our brand's loyalty program and encourage non-members to enroll to enhance their overall experience.
Ongoing Learning: Engage in continuous training to stay updated on hotel policies, new software tools, and customer service enhancements.

Benefits

Competitive Pay : We offer a competitive hourly rate that reflects your skills, experience, and contributions to our success.
Discounted Hotel Rates : Enjoy discounted rates at our partner hotel brands, making personal travel more affordable and enjoyable.
PTO and Holiday Benefits: Full-time employees enjoy 1 week of paid time off, plus a floating holiday if they work on any of our 8 core holidays. Part-time employees receive 1.5x their hourly rate for holiday pay, ensuring everyone is rewarded for their dedication during the holidays.

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