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Overnight Guest Service Representative

posted January 9, 2020

The Dalmar, Fort Lauderdale, a Tribute Portfolio Hotel
Fort Lauderdale, FL
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759138 l

About This Job

…THE DALMAR will change your mind about what a hotel can be…of how a Hotel can transform the city that surrounds it…It will be a hotel unlike anything Fort Lauderdale has seen. A hotel that celebrates the city’s past, while shaping its future. In the process, it will establish itself as a vibrant cultural hub in the local scene – and an essential destination for the global creative class.

 

ASSOCIATE EXPECTATIONS:


  • SINCERE: builds emotional connections with guests through empathy and thoughtful service

  • NON-SCRIPTED: treats guests like individuals, avoids corporate sentiments and brings their personality to each interaction

  • ENGAGING: great storytellers with the ability to draw out lifestyle cues from guests and recommend local experiences that match their interests

  • SENSE OF PRIDE: doesn’t perceive their role as forced servitude; they are driven by a personal connection/passion for what the hotel stands for and its reason for being

Position Summary

The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.

The Overnight Guest Services Representative greets guests, processes check-ins and check-outs, issues room keys, answers questions, and resolves guest requests in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations.  Processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management.  Reports any deviations from policies, procedures, brand standards and regulations to management.

Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate.  Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.  Impresses guests with quality and timely service in a pleasant and friendly manner.

This position requires an overnight shift.

 

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


  • Process guest check-ins and room assignments following the hotel’s rate structures, discounts and sell/upsell strategies. Accommodate special requests when possible. 

  • Process check-in/check-out and collect payments in compliance with cash handling, credit card processing and accounting policies and procedures.

  • Answer inquiries about hotel services, in-house events, directions, local attractions, etc. Assist guests with check cashing, safety boxes, additional guest room keys, transportation, etc.

  • If necessary, walk guests in a professional and courteous manner and in compliance with policies, procedures and brand stands.

  • Pre-register, block reservations and, as appropriate, take same day and future reservations. Cancel room reservations according to policies and procedures.

  • Ensure release of any Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations.

  • On time and at work when scheduled and in proper uniform.

  • Perform special projects and other responsibilities as assigned.

  • Participate in task forces and committees as requested.

  • Consistent professional and positive attitude and actions when communicating with guests and associates.

  • Ensure maintenance problems are promptly reported through proper channels.

  • Comply with all company policies and procedures.

  • Practice safe work habits and comply with sanitary, safety, security and emergency procedures.

  • Write shift reports including reports on any incidents of theft, accidents or injuries when assigned.

  • Check with manager/supervisor before leaving work area for any reason.

  • On time and at work when scheduled, and in proper uniform.

  • Attend department meetings as scheduled.

  • Respond to guest requests, concerns and problems to ensure guest satisfaction.

  • Report any incidents of guest dissatisfaction or other matters of significance to manager so that corrective measures may be taken.

  • Any other tasks/duties as requested by management.

Qualifications

The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.

Education and Experience


  • High school education or equivalent experience.

  • One to two years of customer contact experience.

  • Guest service, basic accounting, and familiarity with hospitality industry practices preferred.

  • Ability to work overnight shift (typically 11pm-7am)

Skills and Abilities


  • Ability to understand and provide friendly guest service.

  • Ability to correctly process check-ins and check-outs, answers questions, and resolves guest requests in compliance with policies and procedures, brand standards, and federal, state and local regulations.

  • Ability to processes guest bills and collects payments in compliance with cash handling, credit card processing and accounting policies and procedures.

  • Ability to compile facts/figures in a timely manner, identify and investigate issues, and resolve basic matters.

  • Ability to follow an appropriate course of action based on policies and procedures.

  • Ability to operate a computer, calculator, phone and other office equipment.

  • Attention to details with good organizational and efficient time management skills.

  • Consistently professional attitude and behavior with effective listening and communication skills.

  • Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient and simultaneously handling competing and changing priorities.

  • Ability to satisfy the legal requirements for employment within the jurisdiction.

Working Conditions & Physical Effort

Work is normally performed in an interior hotel environment.  While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax.  Physical requirements include extended periods of standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds.  The job requires close vision with or without corrective lenses.  This position may be required to operate a motor vehicle.

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About This Employer

The Dalmar, Fort Lauderdale, a Tribute Portfolio Hotel

299 North Federal Highway
Fort Lauderdale, FL 33301

(954) 945-9500

209 Room Hotel

www.marriott.com

Managed by

Our Hotel

THE DALMAR is the first luxury lifestyle hotel in downtown Fort Lauderdale, offering independent design that links West Coast style to an East Coast vibe, with nostalgic nods, contemporary flair, and timeless twists. Each of our 209 guest rooms and suites—some with balconies—affords beautiful views of downtown to the beach. In-room technology includes a 55-inch LCD TV, WiFi for streaming, Alexa and iPad for on-command services. Luxurious linens rest atop a premium pillow top mattress. Bathrooms feature spa showers and exclusively curated bath amenities. Keep fit in the 24-Hour fitness center, take a swim in our outdoor pool, attend a session in the yoga studio, or jump in a shuttle to get to the nearby Beach. Enjoy a night out in Sparrow, our rooftop bar and peer from our 25th story looking over-top of the south Florida coastline. We also offer 4 other dining and drinks options that are popular with the locals.