Guest Service Representative

Graduate Hotels®, is seeking a Guest Service Representative to join New Haven and its brilliant team of hospitality enthusiasts.

Graduate Hotels creates authentic, spirited spaces that connect travelers, students and locals alike. Through thoughtfully curated design, creative F&B and community-focused events, we create hotels worthy of their communities.

We are a diverse team of experience makers and storytellers. As a Graduate Hotels team member, you are the local insider shaping guest experiences. Our goal is to make every guest feel like a local even if it's their first time in town. In order to help you deliver on that goal, we encourage our team members to embody the same mindset as our guests through Graduate experiences and encouraged community exploration.

Graduate Hotels is proud to be Great Place to Work-Certified™, proving that our associates feel our commitment to cultivate a culture of inspirational and supportive leadership.

JOB DUTIES AND RESPONSIBILITIES

· Greets guests as they arrive, focusing on personal recognition in a warm and authentic manner

· Reviews arrival list daily and assists in preparing, assembling and delivering welcome amenities

· Escort VIPs to room and check them in prior to arrival

· Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed

· Responsible for issued bank - count bank at beginning and end of shift.

· Ensure that all cash drops are done in accordance with proper cash handling procedures and report all cash over/ shorts to management

· Maintains front desk area to be clean and organized

· Monitor and promptly answer guest questions and requests through property management system SMS in accordance with brand standards

· Ensure each shift begins by reviewing resume binder, Front Office Announcements board and pass on with the associate who just concluded shift

· Ensure uniform is clean and pressed and worn to each shift

· Alerts management of low inventory items that need to be re-ordered (keys, key packets, grab & go items, office supplies)

· Monitor and restock grab and go and guest amenities

· Assisting with lobby activation as needed

· Assist guests with concierge services and act as a local insider when recommending restaurants, attractions, and activities

· Offer luggage assistance and storage to guests

· Ensure all scheduled shifts that are switched are approved by a manager in advance

· Utilize proper procedures when handling guest PPI data

· Understands the key points to communicate for a Graduate Arrival experience

· Follows through and feels ownership of guest requests through brand and property mandated channels (ie PMS, property management system, walkie talkies)

· Resolves guest complaints in a professional and efficient manner

· Promotes Graduate Culture by exhibiting the 5 pillars of our mission

· Actively participates in brand wide programs including but not limited to upsell, email capture

· Responsible for assisting management with on-the-job training of new associates

· Always retrieve necessary identification documents and form of payment upon guest arrival

· Responsible for completing shift check list upon conclusion of every scheduled shift

· Promote and participate in brand wide initiatives

· Adherence to the attendance policy and procedures

· Other duties as assigned

EDUCATION AND EXPERIENCE

· Prior Customer Service Experience

· High School Diploma/GED

KNOWLEDGE, SKILLS AND ABILITIES

· Basic computer skills

· Ability to communicate effectively verbally and in writing

· Ability to exceed expectations of guests and team members

· Excellent time management skills

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· Prolonged periods sitting or standing at a desk and working on a computer.

· Must be able to lift up to 15 pounds at times.

About Graduate Hotels®

Graduate Hotels is a hand-crafted collection of hotels that reside in dynamic university-anchored towns across the country.  Each hotel pays homage to the heritage of its unique town through cultural nods to the local community.  Launched in 2014, there are 35 hotels across the U.S. and U.K. Graduate Hotels is owned by Adventurous Journeys (AJ) Capital Partners, a vertically integrated real estate developer, owner and operator. For more information on Graduate Hotels, please visit www.graduatehotels.com.

*Graduate Hotels is an Equal Opportunity Employer.

Job Type: Part-time

Expected hours: 16 – 24 per week

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Morning shift

Work setting:

• In-person

Ability to Relocate:

• New Haven, CT 06511: Relocate before starting work (Required)

Work Location: In person