Guest Service Associate

Expectations of all Employees:


* Be polite, courteous, and helpful to all guests and coworkers, displaying a positive "can do" attitude while maintaining a high level of professionalism consistent with the company values.


* Acknowledge our guests with a smile and friendly "hello." Promptly attend to guest needs


* Comply with all hotel policies and procedures, i.e., Employee Handbook, Conduct Policy, Safety Policy, etc.


* Comply with guest privacy standards.


* Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor.

(Fraud, Dishonesty and False Statements regarding an injury will result in disciplinary action up to and including termination)


* Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager


* Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, footwear) neat in appearance.


* Complete work in a timely manner and meet productivity standards/expectations.


* Keep work area clean, neat, and well organized.


* Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside specific job duties)


* Seek approval from management prior to working overtime (i.e., punching in early or staying beyond scheduled shift)


* Perform additional duties as assigned.

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 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


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