Guest Service Associate

Essential Functions

All areas

• Be Familiar with the City, as to provide driving & walking directions.
• Be fully acquainted with the different points of interest
• Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department.
• Accept other special duties as required by management.
• Interact with all other departments to ensure that guest's needs are satisfied.
• Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved.
• Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
• To proactively work to seek out ways in which to improve the hotel experience for our guests.
• Ensure the crispness & neatness of your appearance. Uniform, nametag & shoes shined.
• Adhere to proper loading of Bell cart to distribute weight evenly.
• Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance.
• Understand who may use the bell carts and for what purposes.
• Understand how to properly push and pull a bell cart safely
• Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.
• Understand responsibilities with regard to reporting burnt out light bulbs and spills.
• Understand the bridging concept with the front desk for clues to guest status.
• Use the expression, "Welcome to the (insert hotel name)" with every arriving guest.
• Understand the responsibilities with regard to two-way radio use.
• Refer all guests to hotel offered operations first. (hotel restaurant and/or lounge)
• Controls the traffic flow in and out of the Lobby.
• Notifies the Front Desk and Guest Services of VIP arrivals whenever possible.
• Ensure that all personal interaction with other employees, takes place in a "non guest" area.
• Fosse experience preferred but not required.

• Assist in arranging for restaurant Reservations and limousines as required by our guests.
• Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms.
• Follow up on Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift.
• Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc.
• Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary.
• Understand how to enter an elevator.
• Understand when to enter an elevator and when to wait for next elevator.
• Understand what to say when in the elevator.
• Understand how to call floors.
• Understand the significance of the Franchise Guest Travel Program.
• Understand the Express Check in process and responsibilities.
• Understand that the 'floor' must be covered 100% of the time & the importance of informing Management of your whereabouts at all times.
• Ensure delivery of AM Newspapers
• Share The Responsibility Of Delivering The Express Check Outs.

• Calls taxi and/or shuttle for guests as needed.
• Understand the importance & use of the daily/nightly checklists.
• Maintains a clean and orderly appearance of the work area at all times.
• Use 10 5 rule with each and every guest
• Thank guests for staying, invite them back.
• Follow in procedures for value cards.