Guest Service Associate (Full-Time)

General: This employee must display effective listening and communication skills, initiative, the ability to work independently and in teams, and lead by example.

He/she must be able to exercise good judgment and discretion, display effective problem-solving skills, and provide excellent customer service.

Additionally, he/she must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow-through.

We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction.

We also expect our employees to champion, embrace, and live the company values.

Our Values embody:


* Integrity: We are honest, genuine, and transparent in our interactions.


* Concern For Others: We care for each other and our guests.


* Collaboration: We value diversity and "come as you are" spirit and personality.


* Accountability: We make mistakes, learn from them, and strive for continuous improvement.


* Hospitality Soul: We have fun creating lifelong memories for each other and our guests.

Job Duties:


* Welcome and check-in guests in a friendly and efficient manner; demonstrate excellent customer service and phone etiquette


* Accountable for assigned cash drawer(s) and cash balances (make correct change)


* Answer and transfer calls in a timely (preferably 3 rings) and courteous fashion


* Manage all aspects of the reservations process (process room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.


* Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly


* Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room


* Maintain full knowledge of all room types, features, locations, rates


* Verify accuracy of information in property management system by entering data correctly and checking daily arrivals


* Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met; timely alert manager on duty to any unresolved complaints


* Communicate effectively with all departments


* Develop a working knowledge of local attractions, business locations, and points of interest


* Review daily activities and groups, communicate details with co-workers and guests as needed


* Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors


* Know location, basic troubleshooting, and relevant contact list for all major hotel systemsØ Knowledge of all hotel services, amenities, and hours of operation


* May be first point of contact ...