Guest Services Specialist

Saybrook Point Resort & Marina•Old Saybrook Center, CT

5d•$17 - $19•Onsite

About The Position

The Saybrook Point Resort & Marina Guest Services Specialist is a front-line sales representative whose primary responsibility is to accurately describe and sell overnight accommodations, spa services and dining for our unique hospitality brand, and provide coverage or assistance to the front desk as needed. The Guest Services Specialist works cooperatively with other departments to ensure a four-star or better guest experience is presented and attained; The Guest Services Specialist effectively communicates with guests and management to solve issues in a professional, timely and mutually satisfactory manner.

Requirements

High School diploma or GED required.
One year of customer service, clerical, hotel, or related experience
Maintains all current licenses and certifications
Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
Maintains high standards for work area and appearance and presents self in highly professional manner to staff and guest.
Available days, evenings, weekends, holidays and extended hours as business dictates.
Must be detail-oriented and have ability to multi-task.
Ability to be efficient and productive in a fast-paced environment.
Must have enthusiasm and possess excellent customer service skills.
Enjoy working with people and possess a friendly and outgoing personality.
Excellent command of the English language in communicating both verbally and non-verbally
Ability to effectively present information and respond to questions from managers, employees, members, and the public
Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions, and decimals
Ability to apply common sense to carry out instructions in written, oral or diagram format
Proficient computer skills.
Saybrook Point Resort & Marina requires all newly hired employees to provide documentation that they are legally authorized to work in the United States.

Nice To Haves

Sells overnight accommodations, spa services and dining for guests using booking software programs including but not limited to ResortSuite, Visual One, iHotelier, Bookings.com, Tour Mapper, ResDiary, and Open Table.

Responsibilities

Greet each guest, enthusiastically and with a smile to create a friendly positive experience.
When appropriate, up sell products and services
Answers phone calls with the appropriate greeting in a professional and timely manner.
Replies to guest or company phone calls, e-mails, or fax inquiries in an accurate, professional and timely manner.
Learns and becomes thoroughly versed in the different room types, floor lay-outs, rate schedules and seasonal offerings available to guests on our web site, other search engines, e-mail blasts and loyalty programs.
Describes accommodations and booking opportunities as well as hotel policies to guests.
Converts inquiries into sales based on matching the guests and businesss specific needs.
Sells overnight accommodations, spa services and dining for guests using booking software programs including but not limited to ResortSuite, Visual One, iHotelier, Bookings.com, Tour Mapper, ResDiary, and Open Table.
Complete clerical duties as assigned, including entering of group room blocks and profile notes.
Reviews on a daily basis all bookings of their own and of their team members to ensure accuracy of rates, room types, block links, package designations, amenity/inventory requests and all details that have impact on the arrival and stay experience.
Works as liaison with the Sales team to accurately in managing group rooms and individual bookings including but not limited to obtaining and processing deposits, managing room block cutoff dates, securing payment for no shows/cancellations
Perform all other duties as assigned by management.
Fully aware of and comply with Inns policies and procedures as identified in the procedure manual and handbook.
RC to provide coverage as a front desk agent during times of need i.e. vacation coverage, leaves of absence, breaks, or days of high guest volume or activity
Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
Process all payment types such as room charges, cash, checks, debit, or credit.
Process all check-outs including resolving any late and disputed charges.
Answer, record, and process all guest calls, messages, requests, questions, or concerns.
Coordinate with Housekeeping to track readiness of rooms for check-in.
Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
Supply guests with directions and information regarding property and local areas of interest.
Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
Complete designated cashier and closing reports in the computer system.
Cash guests personal checks and travelers checks.
Count bank at the beginning and end of shift.
Balance and drop receipts according to Accounting specifications.
Record guest comments or complaints, referring customers to managers as necessary.
Deposit guests valuables in hotel safes or safe-deposit boxes.
Date-stamp, sort, and rack incoming mail and messages.