Job description

About us

Fairfield by Marriott in Gladstone, Missouri.

Job Title: Guest Services Representative (GSR) FLSA Status: Non-Exempt

Department: Front Office Reports to: AGM

Scarlett Hotel Group Mission:

To create an amazing experience for our guests and fellow team members.

Position Summary:

The GSR is responsible for creating an amazing experience for each our guests while we have the time to connect with them in the lobby or over the phone.

Duties & Responsibilities:

The responsibility to our guests:

At check in:

· Eye contact, smile, tone and inflection in your voice with our guests

· Sincerity in the welcoming our guests

· Accurate, quick and efficient check in by following and completing all the key points on your check in script

· Walk the guest to the elevators at check in

· Use the guest’s name at least twice

· Adhere to the rewards standards set forth by the brand

· Suggest and accurately enter in all wake up calls

During their stay:

· Anticipate guests’ needs and exceed guest their expectations

· Answer all calls within three rings with a smile in your voice

· Know your local area attractions end directions

At check out:

· Eye contact, smile, tone and inflection in your voice with our guests

· Accurate, quick and efficient check out by following and completing all the key points on your check out script

· Store luggage as needed with a luggage tag

· Read our guests’ non-verbal guest cues and understand when the guests is not satisfied with their experience

The responsibility to the team:

· Live the mission by being a good will ambassador inside and outside of work

· Promote teamwork and an enjoyable work environment

· Complete you onboarding & training within 30 days which will include training on:

o Property Management System Procedures

o Check in , check out and phone scripts

o Cash handling, drops and bank processes

o How to read and analysis particular reports

o Emergency procedure training

o How to be effective when handling difficult guest issues as they arise

o Use the L.E.A.R.N. method for handling guest issues

o Reservations & cancellation procedures

o Sell out process & walk procedures

o Handle guest mail, messages and safe deposit boxes

o Hours of hotel services, room locations & amenities

o How to handle minor maintenance issues as they arise

o Chemical Training and Blood borne Pathogen Training

· Clear communication between shifts and with fellow team members is a necessity for our fellow team members to be set up for success.

o Guest service issues or requests

o Cleanliness

o Maintenance

o Special occasions

· Participate in daily preshift

· Keep a clean and organized work space

· Attend work on time as scheduled and adhere to attendance policy.

The responsibility to the hotel and yourself:

· Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership

· Always practice energy conservation

· Forward lost and found inquiries to the Housekeeping Department

· Follow proper key control procedures.

· Ensure security and confidentiality of all guest and hotel information and material.

· Utilize Service Recovery/Defect Tracking processes

· Use personal protective equipment when necessary (gloves, goggles, etc.)

· 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.

· Lift, carry or otherwise move up to 15 lbs. regularly.

· Lift, carry or otherwise move up to 50 lbs. occasionally with assistance.

· Assist with Sales and Marketing Efforts as directed by management staff.

· Be willing to assist the Housekeeping Department as needed

· Assist with setting up the breakfast area as needed, which includes the 24 hour coffee station.

· Wear uniform, including nametag at all times in accordance with the Standards of Appearance.

· Be able to work by yourself

· Adhere to the work rules set forth in the team member handbook.

· Perform other duties as assigned.

Job Evaluations will be based on:

• Guest services impact
• Team unity, attitude & cooperation
• Quality of Work and delivering results
• Communication
• Attendance & dependability
• Judgment and problem solving skills
• Work planning & taking initiative

The hotel work environment:

• The hotel business operates 24 / 7 / 365. There is no guaranteed shift or schedules. There may be times that you will need to move to different shifts or different work areas to accommodate our guests.
• This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.
• I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.
• This is the bare minimum list responsibilities and is not meant to be an all-inclusive list. There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader.'

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Work Location:

• One location

Work Remotely

• No

Job Type: Part-time

Pay: From $14.00 per hour

Benefits:

• Employee discount

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Night shift
• On call
• Overnight shift
• Weekend availability

Experience:

• Fosse: 1 year (Required)
• Hotel: 1 year (Required)

Work Location: In person

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