Guest Service Associate

About the Role

The Guest Service Associate at Hotel Ella is expected to embody politeness, courtesy, and helpfulness towards all guests and coworkers. This role requires a positive, professional demeanor consistent with company values, with an emphasis on promptly attending to guest needs and acknowledging them with a smile.

Key Responsibilities

• Welcome and check-in guests in a friendly and efficient manner.
• Demonstrate excellent customer service and phone etiquette.
• Manage assigned cash drawer(s) and ensure accurate cash balances.
• Answer and transfer calls promptly and courteously.
• Manage the reservations process, including processing room reservations, securing deposits, and sending confirmations.
• Utilize suggestive selling techniques and stay informed about local rates, in-house strategy, group and special rate plans, packages, and available inventory.
• Monitor the reservations email account, reply to correspondence professionally, and process email requests/reservations.
• Check room availability and housekeeping/maintenance status, prevent overbooking, and ensure guests receive inspected rooms.
• Maintain comprehensive knowledge of all room types, features, locations, and rates.
• Verify data accuracy in the property management system.
• Effectively handle guest inquiries, requests, and complaints, ensuring guest needs are met and alerting management to unresolved issues.
• Communicate effectively with all hotel departments.
• Develop working knowledge of local attractions, business locations, and points of interest.
• Review daily activities and groups, communicating details with co-workers and guests.
• Direct traffic within the hotel for vendors, guests, employees, and visitors.
• Understand the location, basic troubleshooting, and contact information for major hotel systems.
• Know all hotel services, amenities, and hours of operation.
• Serve as a potential first point of contact during emergencies and be familiar with emergency procedures.
• Accurately handle in-house accounts, including guest names, room charges, methods of payment, and special requests.
• Provide services for guests, including mail, messages, telephone calls, faxes, wake-up calls, after-hours requests, and general inquiries.
• Confirm guest satisfaction at check-out and take corrective action if necessary.
• Perform daily reporting requirements based on hotel needs.
• Ensure seamless transfer of information between shifts at the Front Desk.
• Maintain adequate inventory of front desk and guest supplies, communicating shortages as needed.
• Understand the operation of guest room features such as HVAC units, thermostats, showers, and windows.

Expectations of All Employees

• Be polite, courteous, and helpful to all guests and coworkers, displaying a positive "can do" attitude while maintaining a high level of professionalism consistent with the company values.
• Acknowledge guests with a smile and friendly "hello," promptly attending to their needs.
• Comply with all hotel policies and procedures, including the Employee Handbook, Conduct Policy, and Safety Policy.
• Comply with guest privacy standards.
• Report all injuries occurring while on duty immediately to your supervisor or the MOD.
• Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to management.
• Arrive to work on time, follow the call-out policy, and wear appropriate work attire, including uniform and footwear, maintaining a neat appearance.
• Complete work in a timely manner and meet productivity standards/expectations.
• Keep the work area clean, neat, and well organized.
• Demonstrate team behavior and a willingness to work effectively together to accomplish tasks.
• Seek approval from management prior to working overtime.
• Perform additional duties as assigned.

Requirements & Tech Stack

• Property Management System (data entry and verification)
• Microsoft Office Suite (implied for email correspondence)
• Telephone systems
• Cash handling
• Guest service software (implied for reservations and inquiries)

Qualifications

• Excellent customer service skills.
• Strong communication and interpersonal skills.
• Ability to multitask and work in a fast-paced environment.
• Attention to detail.
• Professional appearance and demeanor.
• Ability to handle guest complaints effectively.
• Knowledge of hotel operations and services.
• Familiarity with emergency procedures.