Guest Services Representative

Scope of Position The Guest Services Representative will engage with the guest in a variety of job functions.  This position represents the hotel and will often be the first and last impression the guest has of the hotel.  All Guest Service Representatives are empowered to make decisions that enhance the guest experience and create a positive impression of The Seaport Hotel.  To succeed, GSR’s must anticipate guest needs and deliver service beyond what our guests expect.  The position reports directly to the Guest Services Management team. This position will involve a great deal of guest contact and a high level of attention to detail.  The position can often bring unexpected challenges so being able to adapt quickly is critical to being successful.    Schedule Requirements Schedule will vary based on business needs; the operation is 24 hours a day, 7 days a week.   Key Responsibilities Provide an exceptional experience for all of our guests. Greet guests warmly, check in/checkout, provide room keys, deliver messages, etc. Maintain a prominent position at the reception desk, being the customer’s first contact Register guests promptly; ensure all pertinent information is entered and accurate in system Balancing multiple tasks and processing information in a timely manner Answer phone calls, both internal and external, maintaining proper phone etiquette and procedures Communicate with guests via email maintaining proper grammar and professionalism Handling cash, keeping an accurate bank, recording deposits, processing credit card transactions Foreign Currency Exchange Process parking transactions using both cash and credit cards as needed Support all guest services areas (communication center, reception, concierge, bell and door, gift shop) Process requests for room reservations Facilitate rapid response calls and enter requests into the HotSOS system Handle VIP reservations and special requests Monitor the security of the Hotel lobby and entrance area and communicate with the Guest Services Manager on Duty and Security as needed Coordinate luggage pickup and storage Provide directional assistance to guests to locations in the hotel, as well as points of interest in the neighborhood and city. Maintain a clean work environment (includes both the lobby / public spaces & back of the housework areas) Pass on all pertinent information to the following shift to ensure successful communication is maintained. Work closely with Housekeeping/Engineering/Reservations and F&B Departments Assist in training new employees as needed Complete any duties or projects assigned by Guest Services Managers or Director of Guest Services Responsible for practicing, managing, and promoting our Mission and Values so that it becomes an intricate art of the everyday operation   Required Job Knowledge and Skills Effective verbal and written communication skills Exceptional customer service skills Strong computer skills Ability to perform multiple tasks during high volume periods Strong problem solving and guest resolution skills   Education High School diploma, general education degree equivalent experience required Bachelor’s degree preferred   Experience Minimum of 1 year of Hospitality Service or related experience   Language Skills Fluency of the English language is required (read, write, speak) Must be able to listen to, read and/or write instructions, memos, short correspondences and messages   This job description in no way states or implies that these are the only duties to be performed by the person occupying this position.  The person in this position will be required to perform any other job-related duties assigned by their supervisor.