The Guest Service Associate will provide a welcoming, efficient and genuine arrival and departure experience for guests creating an emotional connection, a positive first and lasting impression to reflect the Monte Carlo Inns hands on service culture. This position will strive for a remarkable customer service experience for each and every guest by understanding who our guests are and recognizing opportunities to exceed their expectations. Associates will be expected to demonstrate an understanding of the Monte Carlo Inns Diamond Rewards Loyalty Program and clearly communicate the Loyalty program. Associates are knowledgeable about hotel facilities, services and events including key brand programs where implemented in the hotel.
Languages:English
Work Setting:Hotel
Key Job Responsibilities:
- Provide a high standard of customer service by efficiently and accurately dealing with all guest transactions.
- Registers guests using the ARRIVALS and DEPARTURES procedure and assigns rooms, accommodating special requests whenever possible.
- Thoroughly understands and adheres to proper credit and cash handling policies and procedures.
- Use of proper telephone etiquette, adhering to Front Office Standards, answering all calls in a timely and professional manner.
- Acts as a host to our guests by searching out opportunities to go above and beyond, to wow the guest; drive customer loyalty by building emotional, individualized connections with customers; and anticipating needs and being proactive.
- Acknowledge all customers that enter the lobby area and greets guests first.
- Promote good will by being courteous, friendly, professional and helpful to guests and co-workers.
- Interprets guest needs and provides exceptional service.
- Actively seeks opportunities to make an emotional connection with the guest, far surpassing their expectations at every opportunity. This includes delivering requested room amenities to guest rooms as is requested.
- Provide reservation and rate information as required.
- Sell rooms to walk-in guests.
- Take reservations as promptly and efficiently as possible with the knowledge that phone reservations take priority over all other forms of sales and customer service inquiries.
- Know and enforces cancellation procedures and policies.
- Applies the appropriate rate in accordance with the Front Desk SOPs.
- Processes payments for all prepaid and third-party booking rates.
- Strong knowledge and use of Monte Carlo Inns Front Desk Procedures Manual.
- Update Diamond Reward Member upgrades as required, block rooms, print labels and prepare key packets.
- Review incoming groups for any special requests, billing patterns and group arrivals.
- Check for special request, meal vouchers and prepare key packets if required.
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing cashier and other reports, preparing deposit, and counting/securing assigned bank.
- Issue, control and release guest safe-deposit boxes.
- Participates as a member of the Front Office Team by assisting in various Front Office and Hotel Operations.
- Coordinates room status updates with the housekeeping department by notifying housekeeping of all check-outs, late check-outs, early check-ins, special requests and day rooms etc.
- Coordinates guest room maintenance work with the maintenance department
- Have a strong knowledge of hotel promotions and specials.
- Have a strong knowledge of the hotel and local area.
- Have a strong knowledge of fire and health and safety procedures.
- Have a strong knowledge of conflict resolution procedures.
- Help motivate and foster a team atmosphere within the Front Desk Department and hotel as a whole.
- Maintain strong organizational skills.
- Maintain proper attendance
- All other duties as assigned by management.
Additional Skills and Requirement
- Required to work flexible hours including weekends and holidays.
- Must be able to stand for extended periods of time.
- Passionate about customer care.
- Excellent interpersonal and communication skills (written and verbal).
- Attention to detail.
- High Standards.
- Winning mindset.
- Leadership.
- Team player.
- Ability to multi-task and prioritize competing demands.
Job Types: Full-time, Permanent
Pay: $17.60-$19.00 per hour
Benefits:
- Dental care
- Extended health care
- On-site parking
Work Location: In person
