Guest Services Associate

Job Overview
The Guest Services Specialist is responsible for the efficient and welcoming check-in and check-out of guests, ensuring exceptional customer service in alignment with hotel standards. This role is crucial to creating a positive arrival experience, offering assistance and accurate information to ensure guests feel valued and well-informed throughout their stay. Key duties include greeting guests, arranging transportation, guiding visitors, and providing directions. Guest Services Specialists are expected to promptly respond to guest requests and complaints, maintaining the service standards expected at The Oaks Waterfront Hotel. While this summary outlines the primary duties, it is not an exhaustive list of responsibilities.

Key Responsibilities

• Master all check-in and check-out procedures and complete both AM and PM checklists.
• Create a warm and welcoming atmosphere; greet every guest with friendliness and efficiency.
• Register guests by verifying accommodations, processing vouchers, setting up credit, completing necessary forms, and programming room keys.
• Provide information on accommodations and address questions about reservations.
• Coordinate with various departments to meet guest needs.
• Input guest details into the system promptly and accurately.
• Assist with room changes based on availability.
• Handle monetary transactions, including cash exchanges, traveler’s checks, and balancing the cash bank.
• Manage guest accounts by posting charges, transferring credits, and running required reports.
• Assist with guest luggage, storage, and delivery inquiries.
• Proactively address guest concerns and issues to ensure their satisfaction.
• Escort guests to their rooms when possible.
• Deliver gracious hospitality at all times.
• Process and manage gift cards.
• Maintain up-to-date knowledge of hotel features, services, and outlets, including hours of operation.
• Follow emergency protocols as per hotel and company standards, and assist in emergency situations.
• Act as a hotel and company ambassador within and outside the workplace.
• Uphold departmental standards for appearance and grooming to properly represent the hotel and company.
• Adhere to and communicate hotel policies and procedures as outlined by The Oaks Waterfront Hotel and the Human Resources Department.
• Maintain confidentiality and security of all guest and hotel information.
• Provide assistance in other areas as required.

Job Types: Full-time, Part-time

Pay: $20.00 - $25.00 per hour

Expected hours: 30 – 50 per week

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 10 hour shift
• Day shift
• Evening shift
• Morning shift
• Night shift
• Overnight shift

Experience:

• Customer service: 2 years (Required)

Work Location: In person

Salary : $20 - $25