Job description

The Wanderer is now seeking Guest Service Agents to join our team for the 2023 Summer Season!

The Wanderer is a stylish cottage getaway brought to you by the founders of Batson River Brewing & Distilling. The goal was simple: create a luxurious hotel alternative in an Instagrammable setting with the amenities of a resort that’s close to everything. The result is a mix of 17 small and large white clapboard cottages and a two-bedroom house that combines classic New England charm with the casual vibe of a surf lodge. All this with a lounge pool, fire pits, lawn games, and free cruiser bikes for exploring all the nearby attractions.

Please see below for job description.

Job Summary:

The Guest Service Agent is to deliver an exceptional experience to every guest at our resort. You’ll welcome guests, manage their information, distribute their keys and room assignments, and answer any general inquiries to ensure they have an excellent stay with us.

Some Areas of Responsibility:

• Ability to interact with guests by providing exceptional customer service and share hotel knowledge using personalization such as using the guest’s name.
• Responsible to know all functions to showcase the hotel and the hotel’s unique story to each guest.
• Process mobile arrivals and execute flawless service in remote check in area according to property, company, and brand guidelines.
• Manage room bookings in person, online, and through incoming calls, and answer inquiries about guests’ needs, including questions about available rooms, amenities, room rates, and special requests.
• Actively engage guests in and promote hotel loyalty program including new guest program enrollments.
• Collect and verify methods of payment, produce room keys for all guests ensuring guest confidentiality throughout their stay and beyond.
• Assign and escort guest to rooms according to their preferences paying attention to those nonverbal cues that make each experience memorable.
• Assist and resolve any guest billing inquiries and/or concerns.
• Execute all required front office reports, pre-arrival planning, and checklists as outlined by leadership.
• Serve as a concierge by providing local information for shopping, dining, and recreational destinations. Be prepared to assist guests in setting up reservations or tours in the area.
• Assist with guest luggage and receive, store, and deliver both luggage and mail.
• Respond to and resolve all guest inquiries and/or opportunities utilizing appropriate guidelines.
• Follow scheduled shifts and follow break and lunch requirements.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones calls within 3 rings, also using appropriate etiquette.
• Develop and maintain positive working relationships with others.
• Report any suspicious activity or unusual items in room to hotel leadership and/or loss prevention team
• Report any irregular behavior from guests in public areas and or in room.
• Ability to take initiative and handle assignments with limited supervision.
• Follow all hotel policies and procedures as outlined in the team member handbook.

· Maintain cleanliness and order of work area.

Success Factors:

· Focus On the Customer. Seek to understand the (internal/external) customer and meet the needs of both the customer and the company.

· Attend to Detail. Ensure that work is accurate, thorough and to the highest standards.

· Communicate Effectively. Clarify and provide information so that coworkers, customers, and suppliers understand and can act.

· Take Responsibility. Demonstrate personal ownership of tasks and follow through to get the required results.

· Fosters Teamwork. Work well in a team environment and motivate teams to sustain exceptional levels of performance.

· Build Strong Relationships. Foster trust and cooperation among coworkers, customers, and suppliers; develop and sustain personal contact in order to provide mutual benefit.

Safety and Security

· Recognizes and reports potential safety hazards in the hotel, such as broken doors or railings, fire hazards, etc.

· Recognizes and reports potential security problems in the hotel, such as locking doors after hours, etc.

· Understands and follows policies and procedures for the hotel’s key control system and ensures others follow them.

Job Types: Full-time, Part-time, Temporary

Pay: $18.00 - $25.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Tips

Ability to commute/relocate:

• Kennebunk, ME 04043: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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