Guest Services Representative Reports to: Director of Front Office Operations
Intro
The William Vale aims to blend the authenticity of the Williamsburg neighborhood with a forward-thinking approach to the hospitality experience. The William Vale offers a comfortable contemporary atmosphere combined with intuitive design and modern comfort - we pride ourselves on offering warm hospitality to all.
We understand that for our Colleagues to give their best work, we must meet (and exceed!) their expectations as an employer. We promote a culture of respect, diversity, career growth and fun. Success awaits motivated individuals who join our team.
Overview
An enthusiastic people-person to serve as the first and last impression for guests during their stay. A team-minded and solution-orientated professional with expert communication skills who will serve as an expert on our property and the neighborhood.
Responsibilities Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen closely to understand needs, and respond with appropriate and urgent action. Own the check in process by retrieving, inputting, and verifying important guest information while utilizing our PMS. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally communicate room number and rate. Appropriately interact with payment methods including: cash, credit cards, vouchers, traveler's checks, foreign currency. Post charges to guest rooms and house accounts as needed. Make change and balance an assigned house bank. Promptly answer calls using a positive and clear tone. Retrieve mail / packages for customers as requested. Own closing of guest accounts at check out and ascertain satisfaction. In the event of dissatisfaction, negotiate / problem solve as needed. Listen and extend assistance in order to resolve guest problems. Stay calm and confident when navigating difficult conversations, during emergency situations, and during periods of heavy hotel activity. Encourages a team minded culture. Approaches all encounters with guests and colleagues in an attentive, friendly, courteous, and service-oriented manner. Proactive approach to problem resolution, including: anticipating, preventing, identifying, and solving issues as needed. Contribute to short term and long term problem solving. Establishes close working relationships with other departments to ensure cohesive operation. Multitasks and prioritizes department functions to achieve maximum efficiency and effectiveness. Maintain a high standard of personal appearance and grooming. Maintain regular attendance in compliance with hotel needs. Attend all hotel required meetings and trainings. Must be able to maintain confidentiality of guest information. Skills Outstanding communication skills. Understanding of: Outlook Office (Excel, Word, Email) - experience with HMS is a plus. Qualifications 2 years' experience in customer service - hotel experience is a plus. Ability to lift and transport up to 10 pounds. Standing for 6 to 10 hours. Must be available to work varied shifts - including weekends and holidays
