Guest Service Representative

POSITION DESCRIPTION

Position Title: Guest Services Representative (Non-exempt, hourly)

ROLE

To assist our guests efficiently and courteously in all front desk related functions, while projecting high standards of service and professional hospitality always.

ESSENTIAL FUNCTIONS

Ability to perform all Front Office associate duties as outlined in hotel specific training outlines and property specific checklists.

Basic knowledge of how to operate all Front Office equipment. Ability to solve basic equipment problems and/or know who to contact for resolution.

Professionalism and courtesy are always to be extended to guests, associates and vendors.

Guests should be acknowledged and professionally greeted when in public areas of the hotel.

Associates should always remain highly visible and be readily available for guests.

Familiar with property, departments, hours of operation and services of the hotel.

Answer phones within 3 rings using proper greeting and etiquette.

Understand and carry out specific duties for: fire alarms, bomb threats and medical emergencies.

Properly accept, log and maintain mail in an organized manner.

Use and explain the use of TDD equipment for hearing impaired callers or guests.

Perform all shift checklist responsibilities.

Support team members to ensure the team’s entire workload is completed daily.

Complete responsibilities in a consistent and accurate manner:

Pass on pertinent information to next shift using red book: Group information, current selling strategy, follow-up required for guests or shift responsibilities.

Know and understand guest needs and expectations.

Proper administration of key control.

The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those they prefer or normally work.

Associates are required to comply with department uniform and appearance standards.

Drive hotel shuttle van to transport guests (if applicable), as instructed by management. Comply with traffic regulations, wear seat belt always when shuttle is moving, maintain valid driver’s license and immediately report any changes in driver’s license, immediately report accidents to General Manager and/or police/ambulance services as needed to 911.

Associates are expected to carry out all reasonable requests by Managers/Supervisors which the associate can perform.

QUALIFICATIONS

Education/Certification: High School Diploma or equivalent preferred.

Required Knowledge: Knowledge of front desk procedures.

Experience Required: Prefer at least one year experience in front desk or customer service role

Skills/Abilities: Customer service skills, computer skills, ability to multi-task, excellent communication, customer service.

PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Talking: Ability to speak effectively and communicate clearly

Average Hearing: Ability to hear average conversations at a standard level in a food service environment

Repetitive Motion: The employee is regularly required to use hands to types.

Finger Dexterity: The employee is regularly required to use hands to type.

Average VisION: Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception and ability to adjust focus

Physical Strength: The employee must occasionally lift and/or move up to 20 pounds occasionally and lift and/or move up to 10 pounds frequently, as well as stand, for long periods of time.

WORKING CONDITIONS

General hotel environment with climate control and adequate lighting.

MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION

Reasoning Ability: Ability to deal with a variety of variables under only limited standardization.

Mathematics Ability: Ability to add, subtract, multiply and divide in all units of measure using whole numbers and common fractions.

Language Ability: Ability to read, analyze, and interpret documents. Ability to communicate clearly.

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system.

All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.

Job Type: Part-time

Pay: $15.00 - $16.00 per hour

Benefits:

• Employee discount
• Flexible schedule
• Paid time off

Schedule:

• 4 hour shift
• 8 hour shift
• Day shift
• Holidays
• Monday to Friday
• Morning shift
• Weekends as needed

Application Question(s):

• Are you willing and able to work the weekends (Saturday & Sunday)?
• Are you willing and able to help inspect/clean guest rooms?
• Are you willing and able to work the desk between 8am-8pm?

Experience:

• Hotel: 1 year (Preferred)
• Front Desk: 1 year (Preferred)

Ability to Relocate:

• Commerce City, Co 80022: Relocate before starting work (Required)

Work Location: In person

Salary : $15 - $16