Guest Services Representative

Guest Services Representative (Administrative)

LaTour Hotels and Resorts, Inc., is now hiring for a Guest Service Representative at our Tamarack/Mirror Lake Resort in Wisconsin Dells, WI! LHR offers an excellent benefits plan for all qualifying employees including medical, dental, vision, company paid life insurance and short-term disability, ancillary benefits, 401(k), travel perks, and more! LHR contributes to an ESOP and is an EOE!

The Guest Service Representative (GSR) establishes a positive rapport with guests and provides excellent guest services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately.

The GSR:

• Greets guests warmly and efficiently facilitates their check-in and check-out process.
• Ensures that welcome and departure calls are being placed in accordance with company standards.
• Anticipates guests' needs and resolves their questions/problems or refers them to the appropriate person for resolution.
• Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.
• Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.
• Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.
• Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.
• Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.
• Maintains a neat, clean, and organized environment.

The GSR may also:

• Assist with bellman duties as needed.

• This position requires a high school diploma or GED.

• Customer Service experience is preferred, but not required.

• Accountability:
  Ability to accept responsibility and account for his/her actions.
• Adaptability:
  Ability to adapt to change in the workplace.
• Customer oriented:
  Ability to take care of the customers' needs while following company procedures.
• Enthusiastic:
  Ability to bring energy to the performance of a task.
• Ethical:
  Ability to demonstrate conduct conforming to a set of values and accepted standards.
• Honesty/Integrity:
  Ability to be truthful and be seen as credible in the workplace.
• Interpersonal:
  Ability to get along well with a variety of personalities and individuals.
• Responsible:
  Ability to be held accountable or answerable for one's conduct.
• Safety awareness:
  Ability to identify and correct conditions that affect employee safety.
• Tolerance:
  Ability to work successfully with a variety of people without making judgments.

• Accuracy:
  Ability to perform all duties accurately and thoroughly.
• Oral Communication:
  Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests.
• Detail Oriented:
  Ability to pay attention to the minute details of every task.
• Organization:
  Posses the trait of being organized and methodically performs each task.
• Friendliness:
  Ability to exhibit an enthusiastic demeanor towards all guests.

Next to each activity insert N, O, F, or C based on the job requirements.

• Lift/Carry
  • Stand – C
  • Walk – C
  • Sit – O
  • Reach Above Shoulder – O
  • Climb – O
  • Squat or Kneel – O
  • 11-20 lbs. – O
  • 21-50 lbs. – O
  • 51-100 lbs. – N
  • Over 100 lbs. – N
• Push/Pull
  • 13-25 lbs. – O
  • 26-40 lbs. – O
  • 41-100 lbs. – N

The GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.