Address
Form of workA role in Guest Services is a great way to get started with LHR. In this role you'll be working face to face with our guests to establish a positive rapport and provide excellent Guest Services from the first greeting through check-out. It is essential that we make guests feel welcome, that their needs are met and that any questions/problems are resolved efficiently and appropriately.
This position is vital to our operations and serves as the foundation for providing the best hospitality LHR can offer at each of its locations.
What's in it for you? Competitive pay based on experience!
We offer membership to our travel club as a benefit to every employee after their first few months. This includes:
- Access to deeply discounted stays at our resorts
- Access to discounted stays at partner resorts and hotels
- Discounts on other travel-related expenses like airfare, car rental and more.
Part-time employees can also look forward to a benefits package that includes access to Teledoc, Employee Assistance Program, and potential eligibility to enter into our 401(k) plan! ECG is an EOE!
POSITION SUMMARY
The Guest Service Representative (GSR) establishes a positive rapport with guests and provides excellent Guest Services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately.
ESSENTIAL FUNCTIONS
The GSR:
- Greets guests warmly and efficiently facilitates their check-in and check-out process.
- Ensures that welcome and departure calls are being placed in accordance with company standards.
- Anticipates guests' needs and resolves their questions/problems or refers them to the appropriate person for resolution.
- Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.
- Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.
- Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.
- Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.
- Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.
- Maintains a neat, clean, and organized environment.
OTHER FUNCTIONS
The GSR may also:
- Perform concierge duties.
- Assist with bellman duties as needed.
POSITION QUALIFICATIONS/REQUIREMENTS
Education/Credentials
- This position requires a high school diploma or GED.
Experience
- Customer Service experience is preferred, but not required.
LHR's Core Competencies
- Accountability: Ability to accept responsibility and account for his/her actions.
- Adaptability: Ability to adapt to change in the workplace.
- Customer oriented: Ability to take care of the customers' needs while following company procedures.
- Enthusiastic: Ability to bring energy to the performance of a task.
- Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.
- Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.
- Interpersonal: Ability to get along well with a variety of personalities and individuals.
- Responsible: Ability to be held accountable or answerable for one's conduct.
- Safety awareness: Ability to identify and correct conditions that affect employee safety.
- Tolerance: Ability to work successfully with a variety of people without making judgments.
Knowledge & Skills
- Accuracy: Ability to perform all duties accurately and thoroughly.
- Oral Communication: Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests.
- Detail Oriented: Ability to pay attention to the minute details of every task.
- Organization: Posses the trait of being organized and methodically performs each task.
- Friendliness: Ability to exhibit an enthusiastic demeanor towards all guests.
Other Requirements
- Bilingual/Spanish Speaking Preferred
PHYSICAL REQUIREMENTS
N (Not Applicable)
Activity is not applicable to this occupation.
O (Occasionally)
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs./day)
F (Frequently)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)
C (Constantly)
Occupation requires this activity more than 66% of the time (5.5+ hrs./day)
Physical Demands
Lift/Carry
Stand
C
Walk
C
Sit
O
Handling / Fingering
C
Reach Outward
C
Reach Above Shoulder
O
Climb
O
Crawl
O
Squat or Kneel
O
Bend
C
10 lbs. or less
O
11-20 lbs.
O
21-50 lbs.
O
51-100 lbs.
N
Over 100 lbs.
N
Push/Pull
12 lbs. or less
O
13-25 lbs.
O
26-40 lbs.
O
41-100 lbs.
N
WORK ENVIRONMENT
The GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.
