Guest Service Associate

Essential Functions:

• 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 the Housekeeping Department.
• Accept other special duties as required by management.
• Interact with all other departments to ensure that guests' needs are satisfied.
• Follow up with guests after other hotel departments complete tasks to ensure that all problems were resolved.
• Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
• Proactively seek out ways to improve the hotel experience for our guests.
• Use the expression, "Welcome to the (insert hotel name)" with every arriving guest.
• Control the traffic flow in and out of the Lobby.
• Notify the Front Desk and Guest Services of VIP arrivals whenever possible.
• Ensure that all personal interactions with other employees take place in a "non-guest" area.
• Fosse experience preferred but not required.

• Follow up on any guest requests (i.e., extra pillow, toothpaste, extra towels, etc.) throughout your shift.
• Handle special requests (i.e., flowers, rental cars, forwarding luggage, airline tickets, etc.).
• Understand the significance of the Franchise Guest Travel Program.
• Understand the Express Check-in process and responsibilities.
• Ensure that the 'floor' is covered 100% of the time and inform management of your whereabouts at all times.
• Ensure delivery of AM newspapers.
• Share the responsibility of delivering the Express Check-outs.

• Call taxi and/or shuttle for guests as needed.
• Understand the importance and use of the daily/nightly checklists.
• Maintain a clean and orderly appearance of the work area at all times.
• Use the 10-5 rule with each and every guest.
• Thank guests for staying and invite them back.

MUST BE ABLE TO WORK THE FOLLOWING SHIFTS:

6-2

2-10

10-6

INCLUDING WEEKENDS