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Guest Service Representative

posted November 5, 2017

Hilton Garden Inn West Palm Beach Airport
West Palm Beach, FL
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About This Job

Scope of the Position

  • Provide the highest quality of service to the guest at all times and anticipate and exceed guest expectations. Know and live the mission and the White Lodging/brand basics. Understand the Hotel Improvement Plan
  • Give a warm and sincere greeting. Check the guest in and out efficiently and in a friendly manner. Use the guest’s name at least twice. Anticipate the guest’s needs and exceed their expectations. Give the guest a fond farewell/warm good-bye. Thank them and invite them back
  • Ability to read, analyze, interpret and effectively explain items such as common reports, guest folios and emergency procedures.
  • Ability to compute basic mathematical calculations including adding, subtracting, multiplying and dividing.
  • Handle guest registration, room assignments and room blocking which includes accommodating special requests whenever possible.
  • Possess working knowledge of reservations procedures. Know cancellation and walk procedures.
  • Follow correct check-in/check-out procedures for all guests.
  • Always 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. Report all cash over/shorts to management. Make cash drops in accordance with proper cash handling procedures. Comply with hotel and department accounting procedures including hotel credit and check cashing procedures. Ensure all credit cards and cash funds are balanced throughout each shift.
  • Handle guest mail, messages and safe deposit boxes per SOP.
  • Offer and properly handle requests for wake-up calls and “do not disturb” requests.
  • Effectively operate the hotel computer system or property management system upon certification.
  • Develop a thorough knowledge of hotel staff, hotel services, hours of operation, room locations, room rates, amenities, hotel surroundings (i.e. mall, restaurants, and medical facilities).
  • Monitor room availability, selling strategies, discounts and frequent guest program benefits.
  • Keep desk area clean. Understand that it is every associate’s responsibility to keep the hotel clean and in immaculate condition. Complete daily/weekly cleaning schedule.
  • Communicate with staff and management by logging pertinent information in the pass-on log. Read and initial log daily. Inform management of any guest or system-related issues immediately.
  • Forward lost and found inquiries to the Housekeeping Department.
  • Ensure security and confidentiality of all guest and hotel information and material.
  • Practice energy conservation at all times.
  • Notify manager/Maintenance Department of maintenance issues. Complete work orders as needed.
  • Assist with preparation of weekly schedules
  • Ensure and assist in the certification of new hires
  • Maintain weekly inventory through ordering gift shop and office supplies while effectively maintaining budget
  • Assist Front Office Manager with monthly meetings
  • Update and maintain weekly and monthly HIP tracking and trending
  • Assist in the preparation of weekly accountability forms
  • Act as Manager on Duty in absence of Front Desk Manager during evening shifts
  • Attend work on time as scheduled and adhere to attendance policy.
  • Participate in daily preshift.
  • Utilize Service Recovery/Defect Tracking processes.
  • Communicate properly and effectively with the guest, associates and managers. Effectively respond to guest complaints.
  • Practice safety standards at all times and keep the property safe for guests and fellow associates. Use wet floor signs as required. Use personal protective equipment.
  • Report unsafe conditions and suspicious activity to Security/Management.
  • Transport guests in hotel van as needed.
  • Lift, carry or otherwise move up to 10 lbs. regularly. Lift, carry or otherwise move up to 50lbs occasionally with assistance. Follow proper moving and lifting procedures identified in Departmental Orientation Handbook. Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.
  • Must pass certification quiz/test for position. Must possess a valid/current driver's license and maintain an acceptable driving record. Must possess additional drivers’ endorsements if required by state in order to operate the hotel van.
  • Know how to troubleshoot simple maintenance issues.
  • Assist with Sales and Marketing Efforts as directed by management staff.
  • Know how to clean guestrooms to standard and be willing to assist the Housekeeping Department as needed.
  • Assist with Food and Beverage functions. This includes replenishing 24 hour coffee station and assist with Breakfast setup.
  • Maintain par level of guest and associate items and have them easily accessible.
  • Wear uniform, including nametag at all times in accordance with the Standards of Appearance.
  • Promote teamwork and associate morale.
  • Adhere to all work rules, procedures and policies established by the company. This includes, but is not limited to those contained in the Associate Orientation Handbook and the red Emergency Response Procedures Manual. Have a thorough knowledge of emergency procedures. Complete Chemical Training and Blood borne Pathogen Training.
  • Follow proper key control procedures.
  • Perform other duties as assigned.

Standard Policy

  • Follow all company policies and procedures.
  • Maintain a clean and orderly work area in accordance with hotel standards.
  • Complete daily/weekly cleaning schedule.
  • Attend work on time as scheduled and adhere to attendance policy. 
  • Report unsafe conditions and suspicious activity to management. 
  • Practice safety standards at all times and keep the property safe for guests and fellow associates.
  • Use wet floor signs as required. Use personal protective equipment.
  • Lift, carry or otherwise move up to 10 lbs. regularly. Lift, carry or otherwise move up to 50lbs occasionally with assistance.
  • Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
  • Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.
  • Must pass certification quiz/test for position.
  • Wear uniform, including nametag at all times in accordance with the Standards of Appearance.
  • Maintain knowledge of hotel property, hotel staff, hotel services, hotel service hours of operation and hotel surroundings (i.e. mall, restaurants).
  • Adhere to all work rules, procedures and policies established by the company.
  • This includes, but is not limited to those contained in the Associate Orientation Handbook and the red Emergency Response Procedures Manual.
  • Complete Chemical Training and Bloodborne Pathogen Training.

Benefits

White Lodging offers competitive benefits including medical, vision, dental insurance for Full Time associates.  Other benefits include Short term and long term disability. We also offer paid time off, vacation pay, 401K employer match.  We offer tuition reimbursement.  We offer hotel room discount through Marriott.

White Lodging is an equal opportunity employer.  

Compensation: 11.00-11.50

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About This Employer

Hilton Garden Inn West Palm Beach Airport

1611 Worthington Road

West Palm Beach, FL 33409

Telephone 1-561-472-5956

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At A Glance

  • Just one mile from Palm Beach International Airport and downtown West Palm Beach
  • Complimentary shuttle to the airport and downtown City Place, Convention Center, and Kravis Center
  • Complimentary WiFi throughout the hotel
  • Year-round outdoor swimming pool and fitness center featuring Precor® equipment
  • Restaurant serving cooked-to-order breakfast and dinner, and full service bar

Enjoy Comfort and Convenience in an Ideal Location in West Palm Beach

The Hilton Garden Inn West Palm Beach Airport is located just three minutes from Palm Beach International Airport and the shopping, dining, and theater attractions of downtown City Place. Take the complimentary shuttle service to both locations and the Palm Beach Convention Center during your stay at the hotel. Discover everything Palm Beach has to offer including the Kravis Center for the Performing Arts, the exclusive Worth Avenue, and Palm Beach Island with its pristine beaches and world-class restaurants.

Enjoy the upscale and inviting atmosphere of the hotel. Relax by the tropical outdoor pool on the patio or enjoy an invigorating workout in the complimentary fitness center. Stay productive with complimentary WiFi and a 24-hour Business Center. Need space for a meeting or small get together? We offer over 800 square feet of space to accommodate your corporate or social event. Stay refreshed throughout your stay at the Great American Grill® restaurant and full service bar.