Guest Experience Specialist

We are seeking a Guest Experience Specialist to join our upscale boutique hotel and restaurant in downtown Rehoboth Beach. At Coast Rehoboth Beach, Tapestry Collection by Hilton we pride ourselves in our mantra “Where every wave of service leaves a lasting impression”. Our Guest Experience Specialists enhance guest satisfaction and help us maintain the highest standards of quality and service each and every day.

Front Desk / Experience Specialist

This is a great opportunity to join our award-winning team! We are looking for fun, dynamic and hardworking team members.

Team Member Benefits:

· Medical, Dental and Vision

· Employer Paid Life Insurance

· Other Supplemental Benefits

· Employer Matched 401K

· Hotel Room Discounts across multiple brands

· Enhanced paid vacation, sick time and holiday pay

Responsibilities:

Experience Specialist will assist guest to their best ability while creating a memorable experience.

Experience Specialist’s need to be standing in the lobby at all times, we prefer you not to be standing at the desk unless working directly with a guest in person or on the phone.

Experience Specialists are to welcome guests into our hotel and restaurant and always be available for any questions, area/restaurant recommendations at all times.

Greet, register, and assign rooms to guests of the hotel.

Assist guest with luggage as necessary.

Make reservations for on-site restaurant, Sirocco Food & Drink.

Greet guests at Sirocco, seat and serve guests.

Assist F&B manager daily and carry out necessary tasks that are asked of including, but not limited to greeting, hosting, bussing, serving, menu taking, refilling water, answering phones.

Serve food and beverages to guests, ensuring a positive dining experience.

Monitor lobby complimentary coffee and water bar. Experience Specialist will be responsible for monitoring and refreshing coffee/water station throughout their shift.

Complete daily Pre-Arrival calls to all arriving guests and notate the reservation. Night Audit will send out pre-arrival emails daily.

Upon check-in, the customers' credit card is verified for the method of payment, along with phone number, email and address on file as well as Hilton Honors Membership. If guest is not a member ask if they would like you to sign them up.

Guest reservations are made through established external reservation system when speaking to guest to collect all information according.

Responsible for completing issues in billing, making changes to reservations, and assisting guest in a timely manner.

Throughout your shift Experience Specialist, will answer hotel phone, handle guest requests, and implement these requests into the correct system.

Deposit guests' valuables in hotel safes or safe-deposit boxes.

Perform bookkeeping activities, such as balancing accounts during checkout and check-in.

Practice safe work habits and use required safety equipment.

Responding to guests via Kipsu texting service.

Inputting guest requests and issues into online database, HotSOS.

Be aware of guest satisfaction scores and work toward increasing departmental and overall guest satisfaction by providing above and beyond customer service. WOW’ing guests.

Perform other duties as requested by management on a timely manner during shift.

Any form of communication about guest, issues on property, or what happened during that day while sending them to direct supervisor and team members.

Wear company uniform, black non-slip shoes and nametag at all times. Provide a professional welcoming appearance.

Qualifications:

High School diploma or equivalent preferred.

Previous customer service experience required or equivalent training.

Dynamic, engaging and passionate personality with the ability to multi-task in a high stress situation

Flexible working hours that include holidays and weekends

Requires standing for extended periods, walking, pushing, and lifting up to 25.

Well-rounded verbal and communication skills.

Must have excellent computer/technology skills.

Description excluded does not limit work for agent. Therefore, the specific examples in each section are not intended to be all-inclusive

Job Types: Full-time, Part-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Vision insurance

Schedule:

• Evening shift
• Holidays
• Morning shift
• Weekends as needed

Work Location: In person