Guest Experience Specialist

Every day we work with our guests colleagues and business partners to drive better outcomes. A career with offers a rewarding path for career development and an opportunity to join a team of growing energetic professionals. Come and join our growing family!

Responsible for checking guests in and out of the hotel making reservations and assisting with general information. A Guest Service Agent is responsible for completing shift checklist as required by Guest Services Manager/Supervisor and maintaining the high standards of service and hospitality.

General Accountability:

· Provide the highest quality of service to the customer at all times

· Promptly and effectively handle guest complaints and requests

· Check guests in and out efficiently and in a friendly manner

· Post guest charges and compute guest bills collect payment and make change for hotel guests

· Follow all cash handling procedures as required

· Handle guest mail and messages per established procedures

· Develop a thorough knowledge of room locations room rates amenities and selling strategies

· Take reservations on property

· Block rooms and handle special requests

· Monitor room availability

· Handle safe deposit boxes used by guests per established procedures

· Keep lobby and desk area clean and presentable

· Have a thorough knowledge of emergency and security procedures

· Offer and properly handle requests for wake-up calls

· Ensure all rooms are check in property and a valid and working form of payment is collected

· Communicate with incoming staff and management by logging pertinent information in the pass on log

· Keep maintenance informed of all maintenance needs

· Must wear proper uniform at all times in accordance with Standards

· Participate in any sales lead generator (will vary by property)

Specific Essential Tasks/Duties:

· Must be able to complete all required training in timely manner as required by the brand

· Participate in daily and weekly team meetings

· Be familiar with daily hotel revenue goals and execute tasks and responsibilities to achieve these goals

· Process guest arrivals and departures including all necessary payments.

· Handle & coordinate room assignments and pre-arrivals.

· Handle guests concerns.

· Offer referral for services and handle requests for information.

· Handle and store guest luggage.

· Assist with the check-in and check-out of groups and tours

· Answer switchboard with standards of proper telephone etiquette

· Communicate with housekeeping on any issues guest request early arrivals late departures

· Perform all duties as indicated in the shift checklist report

· Maintains a favorable working relationship with all other company employees to foster and promote

a cooperative and harmonious working climate and culture.

· Must be able to work varying shifts and time schedules as needed (days nights weekends and

holidays).

Behaviors

Preferred

• Detail Oriented:
  Capable of carrying out a given task with all details necessary to get the task done well
• Team Player:
  Works well as a member of a group
• Enthusiastic:
  Shows intense and eager enjoyment and interest

Motivations

Preferred

• Ability to Make an Impact:
  Inspired to perform well by the ability to contribute to the success of a project or the organization
• Goal Completion:
  Inspired to perform well by the completion of tasks
• Growth Opportunities:
  Inspired to perform well by the chance to take on more responsibility
• Self-Starter:
  Inspired to perform without outside help

General Notes

· This job description is not intended to be all-inclusive, additional details will be specified by the supervisor. The team member will also perform other reasonable business duties as assigned by the supervisor.

· Management reserves the right to change this job description, job responsibilities, duties,…