Job description

The Guest Service Representative is responsible for providing efficient , friendly and exceptional service to a wide variety of the public on a daily basis; including, guests, potential guests, vendor partners and Resort team members.

The first encounter, can set the tone for the entire guest experience and potentially impact the entire brand! A key responsibility of this position is to create a "WOW" experience which leave our guests and potential guests feeling welcomed, valued and joyful. These experiences can be delivered through a variety of activities, including: welcoming our guests, extending recognition to loyal guests, providing an accurate and efficient check in/check out process, promoting the Chateau Mar Golf Resort, assisting guests during their stay with questions or concerns and providing exceptional service to individuals contacting the hotel via phone. Individuals in this role must adhere to the company’s standards and procedures in order to deliver a consistent guest experience across the brand while complying with all safety, security and quality measures.

While this job description is intended to be an accurate reflection of the requirements of the job, management reserves the right to add or remove duties from particular jobs when business need dictates.

ESSENTIAL JOB FUNCTIONS:

• Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests using the best practices.
• Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company’s policies and procedures. Prepare for check-ins before the guest arrives and planning for group arrivals.
• Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.
• Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures.
• Operate the hotel key control system while strictly following all key safety & security procedures.
• Answer the hotel phone in a manner which provides a genuine experience to every caller. Listen, identify and resolve the caller’s need(s). Properly and efficiently transfer calls as necessary. Route calls to guest rooms according to the company’s policies which ensure sensitive guest information and privacy is maintained.
• Complete shift checklist(s) to ensure the hotel information is updated and team members are prepared for the daily activities. Maintain room status inventory.
• Ensure front desk and office (including files) are maintained in clean and organized manner
• Ensure collections, including credit card and direct bill, are executed in accordance with company policies
• Sense and respond to all guest concerns or requests in a manner which leaves the guest feeling assured and optimistic about staying at the Chateau again. Escalate issues in a timely and appropriate manner to a supervisor or manager when necessary. Notify the hotel manager of all guest concerns to ensure proper follow-up. Properly record guest concerns using the Problem Resolution Log. Prepare timely and accurate Maintenance Work Orders, following up as needed. Process 100% Satisfaction Guarantee requests according to policy.
• Perform all job duties with the utmost attention to safety and security measures which are outlined by OSHA or other regulations, and the company safety and security standards.
• Respond quickly and appropriately to emergency situations
• Conduct Night Audit procedures in a timely, accurate, complete and efficient manner while ensuring 24/7 front desk presence and exceptional service to our guests.
• Remain flexible and willing to work in other areas of the hotel as needed to ensure the hotel delivers a consistent exceptional experience for every guest.
• Act as a Guest Service representative and manager on duty during the night time hours.

MUST HAVE:

• Maintain high standards of personal appearance and grooming.
• Maintain a professional and friendly demeanor at all times.
• Must work well in stressful, high pressure situations.
• Must be effective at listening to, understanding, clarifying and resolving the concerns and issues raised by clients, guests and co-workers.
• Develop a team player attitude for the good of the hotel.
• Demonstrate a genuine care and commitment to guest service.
• Must be effective in handling problems in the workplace, including anticipation, preventing, identifying and solving problems as necessary.
• Must maintain composure and objectivity under pressure.
• Must be able to convey information and ideas clearly.
• Must be able to evaluate and select among alternative courses of action quickly and accurately.
• Must be able to make executive decisions as MOD.
• 1 year experience as a Night Auditor in Hospitality
• Experience using Opera system

Requirements

• Requirements include basic reading, writing and math skills.
• This job requires ability to perform the following: regularly required to talk, hear and interact with guests.
• Must be able to work evenings, weekends and holidays as needed.
• Light work – Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.

Job Types: Full-time, Part-time

Schedule:

• 8 hour shift
• Holidays
• Night shift
• On call
• Overnight shift
• Weekend availability

Education:

• High school or equivalent (Required)

Experience:

• OPERA system: 1 year (Preferred)
• Front Desk/NightAuditor: 1 year (Required)

Language:

• English (Preferred)

Work Location: In person

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