Guest Services Specialist, Engagement

Hampton Inn Waldorf•Waldorf, MD

About The Position

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

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.
Team Player: Someone who communicates effectively with colleagues and contributes positively to a supportive work environment.
Flexibility: Willingness to go above and beyond traditional Guest Services boundaries, assisting in various areas of the hotel to ensure an exceptional guest experience.

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.

Benefits

Competitive Salary : We offer a competitive salary 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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