Guest Services Associate

JOB SUMMARY:

Guest Service Associates are responsible for the critical first impression our guests have

of our properties. Guest Service Associates demonstrate exceptional hospitality in an

attentive, friendly, and efficient manner going above-and-beyond to ensure that guest

experiences will be worth remembering. The key service roles begin with greeting

guests and ends in delivering a departure experience that makes a guest want to be a

return customer. This position requires an outgoing, enthusiastic personality, strong

attention to detail, and the ability to work without constant direct supervision.

ESSENTIAL JOB FUNCTIONS:

• Maintain a professional appearance and follow property standards.
• Greet and welcome guests with a smile, eye contact, and a friendly verbal greeting, using their names when possible.
• Register and orient arriving guests according to property standards.
• Be knowledgeable about the property, its programs, amenities, and experiences.
• Familiarize yourself with property phones and communication systems.
• Answer phone calls pleasantly, listen carefully to caller's requests, and take notes as needed.
• Understand your role in the reservations process.
• Act as a concierge, providing information on local activities, dining options, and transportation.
• Build rapport with guests and engage in conversations.
• Listen and respond positively to guest questions, concerns, and requests.
• Anticipate and proactively assist guests with their needs.
• Manage and resolve guest complaints professionally and courteously.
• Collaborate with colleagues to ensure guest needs are met.
• Maintain effective communication with guests and internal departments.
• Record special guest needs and preferences for future visits.
• Handle guest accounts, financial transactions, and cash according to property specifications.
• Process guest check-outs and explain charges on guest folios.
• Record and analyze financial information, prepare reports, and reconcile revenue postings.
• Conduct property tours to ensure security and guest safety.
• Safeguard keys and maintain confidentiality of front desk activities.
• Deliver messages and packages to guests promptly.
• Perform light housekeeping duties in the front desk and lobby areas.
• Follow proper procedures for lost and found items.
• Report equipment issues or unsafe conditions to the appropriate person.
• Lift and carry items up to 50 pounds.
• Protect the property's assets and maintain security.

Work schedule

• 8 hour shift
• Weekend availability
• Holidays
• Night shift

Supplemental pay

• Tips

Benefits

• Employee discount
• Paid time off
• Paid training
• Flexible schedule