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Guest Services Representative
Hotel Front Desk/Concierge/VIP
21 and over
Resolving Customer Service Issues.
Respond to guest service interactions in a professional and timely manner, achieving positive resolutions.
Provide excellent service consistent with the property’s core service standards and brand attributes.
Proactively greet, interact, and assist resort guests in a professional manner to foster and promote a cooperative and harmonious resort environment.
Proactively seek to provide refined luxury service ensuring guest satisfaction.
Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
Organize tasks and take meaningful action in solving practical problems.
Own all requests and complaints; resolve issues immediately and follow up to ensure the guest’s satisfaction.
Be knowledgeable of Hotel information to answer guest inquiries.
Identify and report defects throughout the Hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
Assist guests at the front desk when needed by checking them in and out.
Provides quotes for room rates and up sells to the guest when possible.
Controls and issues keys to rooms.
Assists in coordination of guest requests with Front Desk, Engineering and Housekeeping Departments.
Determines if guests are eligible for Hotel credit.
Verifies that the correct charges and credits are posted to the corresponding guest folio.
Collects payment for charges on the guest folio.
Ensures all payment methods are accounted for and balanced at the beginning and end of each work shift.
Responds to guest inquiries.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas.
Completes all duties in accordance with standards and procedures.
Performs all other relevant duties as assigned.
At least 1 year continuous face-to-face guest service experience.
Strong analytical and creative thinking skills.
Excellent communication, presentation, and computer skills.
Maintain a positive attitude to deal effectively with guests, management, and employees.
Ability to maintain confidential information.
Excellent customer service skills.
Able to lead and mentor a team.
Have interpersonal skills to deal effectively with all business contacts.
Professional appearance and demeanor.
Work varied shifts, including weekends and holidays.
Working with PC software programs (MS Word, Excel).
High school diploma or equivalent.
Able to effectively communicate in English, in both written and oral forms.
Previous experience working in a similar resort setting.
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