Guest Service Representative

*All applicants who are offered employment with The Alfond Inn will be subject to a criminal background check. Offers of employment are contingent on the successful completion of that background check*

Overview:

This position maximizes revenue and creates value by providing excellent customer service.  This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of guest experience such as check-in, check-out, and problem resolution.  

Job Duties and Responsibilities:

• Welcome and check-in guests in a friendly and efficient manner, demonstrate excellent customer service and phone etiquette
• Accountable for assigned cash drawer(s) and cash balances (make correct change)
• Answer and transfer calls in timely (preferably 3 rings) and courteous fashion
• Manage all aspects of the reservations process (process room reservations, secure deposit and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
• Monitor reservations e-mail account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly
• Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and that guests are provided an inspected room
• Maintain full knowledge of all room types, features, locations, rates
• Verify accuracy of information in property management system by entering data correctly and checking daily arrivals
• Effectively handle all guest inquiries, requests and complaints; confirm guest needs have been met; timely alert manager on duty to any unresolved complaints 
• Communicate effectively with all departments
• Develop a working knowledge of local attractions, business locations, and points of interest
• Review daily activities and groups, communicate details with co-workers and guests as needed
• Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors
• Know location, basic troubleshooting and relevant contact list for all major hotel systems
• Knowledge of all hotels services, amenities, and hours of operation
• May be first point of contact during any emergency; be familiar with all emergency procedures as documented in hotel Emergency Manuals
• Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.
• Handle services for guests including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows etc.) ,and general inquiries
• Confirm guest satisfaction at check-out and take appropriate corrective action if necessary.  Say, “Thank you.”
• Perform daily reporting requirements based on specific hotel needs
• Ensure transfer of information from shift to shift at the Front Desk
• Keep adequate inventory of front desk and guest supplies available at all times.  Communicate shortages as necessary
• Understand operation of guest room features, i.e. HVAC units, thermostats, showers, windows, etc.
• Gallery Host (Hyatt) job duties also include: prepare, sets up, stock, take down, clean, and provide quality beverages and food products consistently for all guests by adhering to all recipe and presentation standards.  Use suggestive selling techniques

Concierge Job Duties: Some locations will perform Concierge duties such as:

• Maintain familiarity with local restaurants and attractions and provide guests with suggestions and directions
• Book reservations for guests at local restaurants
• Assist guest with additional needs and requests

Benefits

• Medical, Dental and Vision Insurance  
• Holiday PTO
• Vacation PTO 
• 401K