Guest Host

Guest Service Representative Position Description - Hotel Donaldson

Objective:
To create memorable experiences through professional service excellence for our guests in a friendly, relaxed manner while always exceeding their lodging needs.

General Description:

The Guest Service Representative is responsible for ensuring the exceptional lodging experience of the Hotel Donaldson Guest. This includes reservations, check‑in, special requests, anticipated needs, valet, cash handling, security & confidentiality, and any suggestions to exceed guests’ expectations, in a courteous and timely manner.

Teammates of the Hotel Donaldson are passionate & excited ambassadors of our community; telling the story of history, culture, & purveyors.

Basic Criteria:
Must be able to maintain professionalism in all interactions with guests, while still being friendly & personable. Must have strong communication skills, be well organized, and have attention to detail. Passion for serving others & creating memorable experiences required. Must have valid driver’s license.

Reports To:

Guest Service Lead/Hotel Manager

Weight Requirements: 25 – 50 pounds for push/pull and lifting.

• Uphold and abide by the employment ‘Best Practices’ of the Hotel Donaldson.

Successfully complete the GSA training program including the following:

• History, Structure, and Best Practices of Hotel Donaldson
• Room location, amenities, & art featured
• Property Management System (computer software)
• SALTO Key system
• Telephone system & capabilities
• Menu Knowledge
• Professionalism in service excellence
• Safety, Security, and Emergency Practices
• Appearance on the job
• Side work
• Complete Daily Guest Service Responsibilities:
  Quoting of rates, availability of rooms to sell
• Answering phones 100% of the time
• Monitoring our online booking systems, filling reservation requests, & blocking off dates that are full
• Know daily registered guest needs & requests completely
• Calling guests on our waitlist
• Continually checking the hotel ‘Info” email and respond as necessary
• Inspecting rooms for quality service & communicating clearly with housekeeping teammates
• Knowledge of daily reports & posting master accounts
• Accepting and processing guest check‑outs and payments including approving adjustments as needed.
• Completing Shift Checklists as a minimum requirement
• Answering Guest questions & providing concierge services
• Valeting Guest vehicles to & from hotel in a timely manner
• Clearing any dishes away from public areas immediately
• Maintaining office & public area quality- cleaning during downtime
• Assisting with laundry
• Handling Guest Concerns or handing to a manager if need be

• Ability to responsibly communicate and attend to guest needs in a friendly, fun, and professional manner
• Reading, writing, basic math and verbal communication skills required
• Basic computer knowledge with an aptitude to learn new programs
• Mobility required during the entire shift, up to 8 hours
• Transports laundry racks and cases up to 25 pounds up to 5 times per shift.
• Must be able to stand and exert fast‑paced mobility for up to 4 hours in length. Must have a good sense of balance, be able to bend and kneel and have the ability to lift weighing up to 50 pounds
• Must have a valid driver’s license

• Go above & beyond guest expectations
• Anticipate guest & teammate needs- think beyond your shift
• Maintain professionalism when interacting with guests in thought, word, & deed- maintain a positive attitude
• Attention to detail in all areas of the building-physical, as well as operational
• No personal items or projects at desk- look to serve others in your downtime
• Keep yourself & teammates accountable to our performance standards
• Communicate Guest needs when appropriate to teammates throughout the property (Lounge/Restaurant & Kitchen)
• Knowledge of the downtown area & be able to give directions/recommendations
• Knowledge of our Shared Values & Mission & the ability to abide by them throughout the entire shift
• Proper uniform:
  Black button down in winter months & black Hotel Donaldson T‑shirt in the summer months along with black pants & black shoes.
• Prompt & prepared for each shift by being on time & ensuring each teammate communicates guest needs & notes from the previous shift.

Job Types: Full-time, Part-time

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Retirement plan
• Vision insurance

• Are you at least 21 years of age?

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location:

In person