Hotel Guest Services Associate, Gaige House

About the Role

As a Guest Service Associate at Gaige House, you will be the primary point of contact for guests from reservation to check-out, ensuring an enjoyable stay. You will be the welcoming face of the hotel, assisting guests with planning, answering questions, and resolving issues. This role is integral to the team, requiring a passion for helping others, strong attention to detail, and a willingness to go above and beyond.

Shifts are available on Wednesday & Thursday.

Key Responsibilities

• Foster a warm and friendly environment for all guests and team members.
• Provide excellent customer service throughout the guest's stay, being ready, willing, and happy to assist at all times.
• Enhance guest stays by promoting upsell packages, making local recommendations, and assisting with reservations/appointments.
• Connect with guests through in-person, email, telephone, and text messaging.
• Manage hotel calls, including answering questions, providing information on rooms, rates/promotions, making new reservations, adjusting/canceling existing reservations, and offering local recommendations.
• Manage arrivals: greet guests, register and assign rooms, check IDs, collect credit cards, provide property tours and information, and assist guests to their rooms when requested.
• Manage departures: inquire about guest stays, resolve issues, collect payment and keys, send receipts, and make final bill adjustments.
• In the absence of a manager, be responsible for all hotel activities and may be required to lead/assist housekeeping, kitchen staff, and maintenance.
• Collaborate with Housekeeping and Kitchen departments, notifying them of early check-ins, late check-outs, changes, or special guest requests.
• Work within the five core values of Four Sisters Inns: Grace, Grit, Attentiveness, Adaptability, Above & Beyond.
• Promote the Four Sisters Inns collection by developing knowledge of other properties and communicating information to guests.
• Perform any other duties as assigned.

Requirements & Tech Stack

None explicitly mentioned.

Qualifications

• A positive, can-do attitude and a high degree of professionalism.
• Proven experience providing excellent guest service.
• A joy for interacting with guests and fellow team members.
• A teamwork mindset and willingness to help colleagues.
• A strong work ethic.
• Knowledge of and enthusiasm for travel and the local area (restaurants, wineries, shops, activities, etc.).
• Ability to thrive in, adapt to, and embrace a workplace environment that evolves daily.
• Ability to remain calm and show grace during stressful situations.
• Desire to go above and beyond to help guests and team members.