Guest Service Associate Position Summary
Accommodates patrons of the hotel by registering and assigning rooms, issuing room keys, transmitting and receiving messages, keeping records of occupied rooms and guests’ accounts, confirming reservations, presenting statements to and collecting payments from departing guests, supplying information on hotel services and area information, and communicating guest requests to relevant departments. Focuses on enhancing guest service.
Detail Responsibilities:
- Greets all guests upon arrival and ensures a fast, efficient check-in process including verification of customer’s identification, credit and payment for stay, assigning room keys.
- Answers inquiries pertaining to hotel services and amenities, registration of guests, area dining and entertainment, and travel directions.
- Provide housekeeping amenities to guests
- Takes messages and ensures their prompt delivery.
- Handles all incoming calls in a polite and professional manner using standard phraseology
- Reviews accounts and charges with guests during the check-out process.
- Handles all in-house calls and communicates guest comments, complaints, and requests to the appropriate departments and managers and detail documentation
- Plan and coordinate daily housekeeping tasks
- Update PMS system with all information relevant (customer data, daily housekeeping, payment information, etc.)
- Arranges tours, taxis or other transportation, or restaurant reservations for guests upon request.
- Arranges storage and delivery of incoming packages, mail.
- Carries out specified duties in the event of a fire alarm, bomb threat, guest or employee medical emergency, or system failure.
- Manages wake-up calls and ensures their timely delivery according to prescribed procedure.
- Provides outstanding guest service.
- Clean and maintain office appearance including cleaning/sweeping of floors/furniture and all other office items
- Ability to work flexible schedule including weekends and holidays
- Arrives for scheduled shift on time.
Demonstrates aggressive hospitality skills, which include:
- Smile and greet every guest
- Speak to the guest in a warm, friendly and courteous manner
- Display genuine and enthusiastic interest in the guest, pay complete attention
- Anticipate guest needs and be flexible in responding to them
- Be knowledgeable about your job
- LEARN to take ownership of guest problems and resolve them
- Well presented; is well groomed and can conform to the hotel’s dress code
- Communicates well with others
- Good organization skills
- Is flexible and has what it takes to get the job done
- Must be a self-starter and be able to work with minimum supervision
- Possesses a total commitment to guest satisfaction
Physical Requirements
- Ability to speak, hear and understand the primary language(s) used in the workplace
- Ability to read and write to facilitate the communication process; requires good written and verbal communication skills
- Must possess basic computational ability
- Working knowledge of applicable sanitation standards
- Climb stairs, bend, stoop, squat and stretch to fulfill cleaning tasks
- Identify and distinguish colors
- Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, hearing, and visual acuity
- Talking and hearing occur continuously in the process of communicating with guests, supervisors and other employees
- Vision occurs continuously with the most common visual functions being those of near vision and depth perception
- Frequent walking and standing with some sitting at times; must be able to exert well-paced mobility, in limited spaces, for up to 4 hours in length
- Frequently lifts/carries up to 35 lbs and must be able to lift such weight on a regular and continuing basis
- Must be able to push and pull carts and equipment weighing up to 200 lbs. on a regular and continuing basis
- Able to reach hands and arms in any direction and kneel, stoop or crouch repeatedly
- Requires manual dexterity to use and operate all necessary equipment
Other Working Conditions
- Regular attendance in conformance with standards, which may be established from time to time, is essential to the successful performance of this position.
- Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel. A varying schedule to include evenings, holidays and extended hours may be expected, as business needs dictate.
- Attendance at all scheduled training sessions and mandatory meetings is required.
- Compliance with hotel rules and regulations for the safe and effective operation of the facilities is required.
- Work may be performed in indoor and outdoor settings
- Varied weather conditions are expected
- Will work near moving or mechanical parts
- May work on high or precarious places
Supporting Functions
- In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based on the particular requirements of the hotel.
- Perform general cleaning tasks using standard hotel cleaning products to adhere to health standards.
- Perform other duties as requested, such as cleaning unexpected spills and executing special guest requests.
- Assist other housekeeping staff to maintain clean and organized work and public areas.
Qualification Standards: High School or equivalent education preferredExperienceNo prior experience required. Prior hospitality experience desired.Licenses or CertificatesNot applicable GroomingAll employees must maintain a neat, clean and well-groomed appearance per hotel standards. General Rules
- Must adhere to all policies included employee handbook
- During lunch you should be relieved of work duties and are free to leave the premises and, therefore must punch out on your time card. You are expected to take a 30 minute uninterrupted lunch break. Should you perform work during a particular lunch break, you are expected to notify a manager. Noncompliance with these expectations may subject employees to discipline. Any issues with time cards must be remediated immediately.
- You are not expected to need to work overtime to complete your tasks. You are expected to get manager approval prior to working overtime.
- No Smoking, drinking of intoxicating beverages, or use of illicit drugs while on duty.
- Cell phone use is not permitted while working.
- Act with integrity, honesty and knowledge that promote dignity and respect.
- Stealing will NOT be tolerated.
This job description is not an exclusive or exhaustive list of all job functions that an employee in this position may be asked to perform from time to time.
Job Types: Full-time, Part-time
Job Type: Full-time
Pay: $11.00 – $13.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
- Weekends
Education:
- High school or equivalent (Preferred)
Experience:
- Hotel Experience: 1 year (Preferred)
- Front Desk: 1 year (Preferred)
Work Location:
- One location
This Job Is:
- A job for which military experienced candidates are encouraged to apply
- Open to applicants who do not have a high school diploma/GED
- A “Fair Chance” job (you or the employer follow Fair Chance hiring practices when performing background checks)
- A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
- A good job for someone just entering the workforce or returning to the workforce with limited experience and education
- A job for which all ages, including older job seekers, are encouraged to apply
- Open to applicants who do not have a college diploma
Company’s website:
- girihotels.com
Work Remotely:
COVID-19 Precaution(s):
- Personal protective equipment provided or required
- Plastic shield at work stations
- Social distancing guidelines in place
- Sanitizing, disinfecting, or cleaning procedures in place
Source: Indeed.com
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