Guest Services Specialist Engagement

Join Our Team at Canza Management a subsidiary of TLTsolutions

Role: Guest Services Specialist Engagement

Location:

Who We Are:

At TLTsolutions we specialize in the investment development and management of premier hotel and other real estate properties. Our founder transitioning from a distinguished career in healthcare leadership and consulting established our firm with a clear mission: to empower individuals and families to build generational wealth through strategic real estate investments. Today TLTsolutions manages a multimillion dollar portfolio primarily focused on the hospitality industry dedicated to maximizing profitability and asset value while delivering exceptional guest experiences.

Canza Management is the operational arm and property management subsidiary of TLTsolutions responsible for overseeing and optimizing the performance of our portfolio of premiumbranded hotel properties. Our commitment to operational excellence drives every aspect of our business. We employ a handson approach ensuring that we exceed the standards expected by our guests team members and investors.

Joining TLTsolutions and Canza Management means becoming part of a dynamic team that values professionalism excellence and strategic thinking. We empower our employees to take initiative in their roles and further their professional development through our continuous learning growth and collaboration culture.

Your Role With Us:

As a Guest Services Specialist focused on Guest Engagement you will be the face of our hotel responsible for delivering outstanding guest service from the first point of contact to the last. Your role goes beyond typical front desk duties; you will actively engage with guests throughout their stay to ensure a seamless and positive experience. Whether its assisting with special requests anticipating needs before they arise or stepping in to help with other hotel services your proactive approach and commitment to excellence will make every guest feel welcomed valued and satisfied.

Key Responsibilities:

• Guest Interaction: Provide outstanding service during checkins checkouts and throughout the guests stay. Ensure all guest interactions are handled professionally with warmth and hospitality.

• Proactive Service: Actively engage with guests anticipating their needs and proactively solving problems to ensure their comfort and satisfaction throughout their stay. Be attentive to cues advance requests and previous stay history to personalize the guest experience.

• CrossDepartment Collaboration: Maintain clear and effective communication with Housekeeping Maintenance Food and Beverage and other hotel service teams to address guest needs promptly. Be willing to assist in various areas of the hotel to ensure seamless service.

• Issue Resolution: Provide immediate assistance for any guest requests room requirements or inquiries ensuring a comfortable and enjoyable stay. Never let Thats not my job be an answer.

• Performance Monitoring: Review performance metrics like guest satisfaction scores and checkin/checkout times to identify and implement improvements.

• Feedback Analysis: Analyze guest feedback related to Guest Services and collaborate with management to enhance the guest experience.

• Audit & Reporting: Generate and review weekly audit reports including room occupancy rates reservation accuracy and guest billing discrepancies ensuring adherence to hotel standards and accounting practices.

• Inventory Management: Regularly check and manage the inventory of front desk supplies such as key cards stationery and informational brochures to ensure smooth operations.

• Loyalty Program Promotion: Inform guests about the benefits of our brands loyalty program and encourage nonmembers to enroll to enhance their overall experience.

• Ongoing Learning: Engage in continuous training to stay updated on hotel policies new software tools and customer service enhancements.

What Were Looking For:

• GuestCentric Mindset: A proactive focus on anticipating guest needs and delivering memorable experiences with enthusiasm and attention to detail.

• Proactive Problem Solver: Someone who anticipates guest needs and takes action to resolve potential issues before they impact the guest experience.

• Commitment to Excellence: A dedication to maintaining the highest standards in guest service and operational efficiency.

• Flexibility: An adaptable approach that goes beyond traditional Guest Services boundaries with the willingness to assist in various areas of the hotel and adjust to guest needs shifting priorities and dynamic situations.

• Resilience: The ability to stay composed and focused in a fastpaced environment maintaining excellent service standards under pressure.

• Patience: A calm and patient demeanor especially when addressing guest concerns ensuring every interaction is handled with care and professionalism.

• Positive Attitude: A warm approachable and optimistic attitude that contributes to creating a welcoming and pleasant atmosphere for guests and colleagues alike.
  
  

Why Youll Love Working With Us:

• Competitive Pay: We offer a competitive hourly rate that reflects your skills experience and contributions to our success.

• Discounted Hotel Rates: Enjoy discounted rates at our partner hotel brands making personal travel more affordable and enjoyable.

• PTO and Holiday Benefits: Fulltime employees enjoy 1 week of paid time off plus a floating holiday if they work on any of our 8 core holidays. Parttime employees receive 1.5x their hourly rate for holiday pay ensuring everyone is rewarded for their dedication during the holidays.
  
  

Ready to Make a Difference

Join TLTsolutions and Canza Management to contribute to our mission of exceptional hotel investment and management ensuring unforgettable experiences for our guests continuous professional growth and development for our employees and lasting value for our investors.

TLTsolutions is an Equal Opportunity Employer. We are committed to fostering a diverse and inclusive work environment that values and celebrates all team members unique backgrounds perspectives and talents. We do not discriminate based on race color religion sex sexual orientation gender identity or expression national origin age disability veteran status or other protected characteristics.