Guest Services Specialist

Description

Job Title: Guest Service Specialist

FLSA Classification: Non-Exempt (Hourly)

Salary Range: $17.00 - $19.00

Reports to: Director of Reservations

Summary/objective The Saybrook Point Resort & Marina Guest Services Specialist is a front-line sales representative whose primary responsibility is to accurately describe and sell overnight accommodations, spa services and dining for our unique hospitality brand, and provide coverage or assistance to the front desk as needed. The Guest Services Specialist works cooperatively with other departments to ensure a four-star or better guest experience is presented and attained; The Guest Services Specialist effectively communicates with guests and management to solve issues in a professional, timely and mutually satisfactory manner.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Resort Concierge Duties

• Greet each guest, enthusiastically and with a smile to create a friendly positive experience.
• Conforms to AAA Four Diamond Standards.
• When appropriate, up sell products and services
• Answers phone calls with the appropriate greeting in a professional and timely manner.
• Replies to guest or company phone calls, e-mails, or fax inquiries in an accurate, professional and timely manner.
• Learns and becomes thoroughly versed in the different room types, floor lay-outs, rate schedules and seasonal offerings available to guests on our web site, other search engines, e-mail blasts and loyalty programs.
• Describes accommodations and booking opportunities as well as hotel policies to guests.
• Converts inquiries into sales based on matching the guests and businesss specific needs.
• Sells overnight accommodations, spa services and dining for guests using booking software programs including but not limited to ResortSuite, Visual One, iHotelier, Bookings.com, Tour Mapper, ResDiary, and Open Table.
• Complete clerical duties as assigned, including entering of group room blocks and profile notes.
• Reviews on a daily basis all bookings of their own and of their team members to ensure accuracy of rates, room types, block links, package designations, amenity/inventory requests and all details that have impact on the arrival and stay experience.
• Works as liaison with the Sales team to accurately in managing group rooms and individual bookings including but not limited to obtaining and processing deposits, managing room block cutoff dates, securing payment for no shows/cancellations
• Perform all other duties as assigned by management.
• Fully aware of and comply with Inns policies and procedures as identified in the procedure manual and handbook.

Front Desk Duties

• RC to provide coverage as a front desk agent during times of need i.e. vacation coverage, leaves of absence, breaks, or days of high guest volume or activity
• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
• Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to track readiness of rooms for check-in.
• Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
• Supply guests with directions and information regarding property and local areas of interest.
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system. Cash guests personal checks and travelers checks.
• Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
• Record guest comments or complaints, referring customers to managers as necessary.
• Deposit guests valuables in hotel safes or safe-deposit boxes.
• Date-stamp, sort, and rack incoming mail and messages.

Work environment

• Working conditions are based in a hospitality setting.
• Associates may be exposed to weather conditions prevalent at the time.
• Noise level in work environment is usually moderate.

Physical demands

• To perform this job successfully, the individual must be able to stand, move and work throughout the office area and property, including walking up to 1 ½ mile, climbing stairs and sitting at a desk/workstation for the duration of the shift.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• The associate must occasionally lift and/or move up to 10 pounds.
• Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.

Work authorization/security clearance requirements

Saybrook Point Resort & Marina requires all newly hired employees to provide documentation that they are legally authorized to work in the United States.

Affirmative Action/EEO statement

Saybrook Point Resort & Marina is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, religion, sex, national origin, age, disability, genetic information, gender identity or expression, or veteran status.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Qualifications

Competencies

• Must be detail-oriented and have ability to multi-task.
• Ability to be efficient and productive in a fast-paced environment.
• Must have enthusiasm and possess excellent customer service skills.
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent command of the English language in communicating both verbally and non-verbally
• Ability to effectively present information and respond to questions from managers, employees, members, and the public
• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions, and decimals
• Ability to apply common sense to carry out instructions in written, oral or diagram format
• Proficient computer skills.

Required education and experience

• High School diploma or GED required.
• One year of customer service, clerical, hotel, or related experience

Additional eligibility requirements

• Maintains all current licenses and certifications
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Maintains high standards for work area and appearance and presents self in highly professional manner to staff and guest.
• Available days, evenings, weekends, holidays and extended hours as business dictates.

Salary : $17 - $19