Guest Service Representative/ Front Desk

Job description

Scarlett Hotel Group Mission:

To create an amazing experience for our guests and fellow team members.

Position Summary:

The GSR is responsible for creating an amazing experience for each of our guests while we have the time to connect with them in the lobby or over the phone.

Duties & Responsibilities:

The responsibility to our guests:

At check in:

• Eye contact, smile, tone, and inflection in your voice with our guests

• Sincerity in welcoming our guests

• Accurate, quick, and efficient check-in by following and completing all the key points on your check-in script

• Walk the guest to the elevators at check-in

• Use the guest’s name at least twice

• Adhere to the rewards standards set forth by the brand

• Suggest and accurately enter all wake-up calls

During their stay:

• Anticipate guests’ needs and exceed their expectations

• Answer all calls within three rings with a smile in your voice

• Know your local area attractions' and directions

At check out:

• Eye contact, smile, tone, and inflection in your voice with our guests

• Accurate, quick, and efficient checkout by following and completing all the key points on your checkout script

• Store luggage as needed with a luggage tag

• Read our guests’ non-verbal cues and understand when the guests are not satisfied with their experience

The responsibility to the team:

• Live the mission by being a goodwill ambassador inside and outside of work

• Promote teamwork and an enjoyable work environment

• Complete your onboarding & training within 30 days, which will include training on:

• Property Management System Procedures

• Check-in , check-out out and phone scripts

• Cash handling, drops, and bank processes

• How to read and analyze particular reports

• Emergency procedure training

• How to be effective when handling difficult guest issues as they arise

• Use the L.E.A.R.N. method for handling guest issues

• Reservations & cancellation procedures

• Sell out process & walk procedures

• Handle guest mail, messages, and safe deposit boxes

• Hours of hotel services, room locations & amenities

• How to handle minor maintenance issues as they arise

• Chemical Training and Blood borne Pathogen Training

• Clear communication between shifts and fellow team members is necessary for our fellow team members to be set up for success.

• Guest service issues or requests

• Cleanliness

• Maintenance

• Special occasions

• Participate in daily preshift

• Keep a clean and organized workspace

• Attend work on time as scheduled and adhere to attendance policy.

The responsibility to the hotel and yourself:

• Ensure the safety and security of our guests and team members at all times and report unsafe conditions and suspicious activity to hotel leadership

• Always practice energy conservation

• Forward lost and found inquiries to the Housekeeping Department

• Follow proper key control procedures.

• Ensure security and confidentiality of all guest and hotel information and material.

• Utilize Service Recovery/Defect Tracking processes

• Use personal protective equipment when necessary (gloves, goggles, etc.)

• Follow proper moving and lifting procedures identified in the Departmental Orientation Handbook. Regularly required to stand, sit, walk, reach, use hands to finger, handle, or feel, talk, and hear.

• Lift, carry, or otherwise move up to 15 lbs. regularly.

• Lift, carry, or move up to 50 lbs. occasionally with assistance.

• Assist with Sales and Marketing Efforts as directed by management staff.

• Be willing to assist the Housekeeping Department as needed.

• Assist with setting up the breakfast area as needed, which includes the 24-hour coffee station.

• Wear uniform, including nametag, at all times in accordance with the Standards of Appearance.

• Be able to work by yourself

• Adhere to the work rules set forth in the team member handbook.

• Perform other duties as assigned.

Job Evaluations will be based on:

• Guest services impact

• Team unity, attitude & cooperation

• Quality of Work and delivering results

• Communication

• Attendance & dependability

• Judgment and problem solving skills

• Work planning & taking initiative

The hotel work environment:

• The hotel business operates 24 / 7 / 265. There are no guaranteed shifts or schedules. There may be times when you need to move to different shifts or work areas to accommodate our guests.

• This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.

• I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.

• This is the bare minimum list responsibilities and is not meant to be an all-inclusive list. There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader.

Job Type: Full-time

Pay: From $14.00 per hour

Expected hours: 40 per week

Benefits:

• Employee discount

• Flexible schedule

• Paid time off

• Professional development assistance

Schedule:

• 8 hour shift

• Day shift

• Night shift

Work Location: In person