Guest Experience Representative

POSITION SUMMARY

Organize confirm process and conduct all guest checkins/checkouts room reservations requests changes and cancellations. Secure payment; verify and adjust billing. Activate and file room keys. Process all guest requests and relay messages. Print contingency lists to have a record of all guests in case of emergency. Identify and explain room features to guests; Supply guests/residents with directions and information regarding property amenities services and hours of operation and local areas of interest and activities. Follow up on any outstanding requests or problems from the previous day and are resolved. Run and review daily reports/logs. Complete designated cashier and closing reports in the computer system. Accept and record wakeup call requests and deliver to appropriate department. Count bank at beginning and end of shift; secure bank. Process all payment types adjustment vouchers paidouts correction vouchers and miscellaneous charges; provide change. Respond to special requests from guests with unique needs and follow up to ensure satisfaction. Review shift logs/daily memo books and document pertinent information in logbooks. Receive record and relay messages accurately completely and legibly. Notify Loss Prevention/Security of any guest reports of theft. Operate telephone switchboard station in order to answer telephone calls. Process guest requests for wakeup calls screening calls and other requests related to placing or receiving telephone calls. Advise guest of any messages (e.g. voicemail mail faxes) received for them and send to room if required. Answer record and process all guest calls requests questions or concerns. Receive record and relay messages accurately completely and legibly. Log all guest requests or issues into computer contact appropriate individual or department (e.g. Bellperson Housekeeping) and follow up with guest to ensure their request has been met to their satisfaction. Assist guests with accessing the internet.

Follow all company and safety and security policies and procedures; report accidents injuries and unsafe work conditions to manager. Ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge all guests according to company standards; anticipate and address guests service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; support team to reach common goals; listen and respond appropriately to the concerns of other employees. Ensure adherence to quality expectations and standards. Read and visually verify information in a variety of formats (e.g. small print). Enter and locate workrelated information using computers and/or point of sale systems. Stand sit or walk for an extended period of time or for an entire work shift. Move lift carry push pull and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

PREFERRED QUALIFICATIONS

Education: High school diploma or G.E.D. equivalent.

Related Work Experience: No related work experience.

Supervisory Experience: No supervisory experience.

License or Certification: None

The starting pay for this position is $22.27 per hour the 6 month pay for this position is $25.00 per hour and the one year pay for this position is $29.70 per hour. The position offers health care benefits earned paid time off and/or sick leave life insurance disability coverage and other life and work wellness benefits. Benefits may be subject to generally applicable eligibility waiting period contribution and other requirements and conditions.