Guest Services Specialist

Location: Saybrook Point

Job Title:

Guest Service SpecialistFLSA Classification:
Non-Exempt (Hourly)
Salary Range: $17.00 - $19.00

Reports to:

Director of Reservations Summary/objective 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.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Resort Concierge Duties 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 Resort Suite, Visual One, iHotelier, , Tour Mapper, Res Diary, 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.

Front Desk DutiesRC 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.

Work environment

Working conditions are based in a hospitality setting.

Associates may be exposed to weather conditions prevalent at the time.

Noise level in work environment is usually moderate.

Physical demands

To perform this job successfully, the individual must be able to stand, move and work throughout the office area and property, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/workstation for the duration of the shift.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.

The associate must occasionally lift and/or move up to 10 pounds.

Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.

Work authorization/security…