Organization Description
Job Description
POSITION SUMM
Position Summary
Assist other departments when needed to ensure optimum service to guests. Maintain cleanliness of work areas throughout the day, practicing clean-as-you-go procedures. Stand, sit, or walk for an extended period of time or for an entire work shift. Read and visually verify information in a variety of formats (e.g., small print). Enter and locate work-related information using computers and/or point of sale systems. Exchange information with other employees using electronic devices (e.g., pagers and two-way radios, email). Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Follow all company safety and security policies and procedures; report accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
PREFERRED QUALIFICATIONS
Education: High school diploma or G.E.D. equivalent.
Related Work Experience: At least 1 year of related work experience.
Supervisory Experience: No supervisory experience.
License or Certification: None
CRITICAL TASK
Policies and Procedures
- Maintain confidentiality of proprietary materials and information.
- Protect the privacy and security of guests and coworkers.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.
Guest Relations
- Address guests' service needs in a professional, positive, and timely manner.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
- Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
- Thank guests with genuine appreciation and provide a fond farewell.
Communication
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
- Speak to guests and co-workers using clear, appropriate and professional language.
- Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
- Talk with and listen to other employees to effectively exchange information.
Working with Others
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
Physical Tasks
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
CRITICAL COMPETENCIES
Analytical Skills
- Computer Skills
- Learning
Interpersonal Skills
- Customer Service Orientation
- Team Work
- Interpersonal Skills
- Diversity Relations
Communications
- Telephone Etiquette Skills
- English Language Proficiency
- Writing
- Applied Reading
- Listening
- Communication
Personal Attributes
- Integrity
- Dependability
- Positive Demeanor
- Presentation
- Initiative
- Adaptability/Flexibility
- Stress Tolerance
Organization
- Detail Orientation
- Multi-Tasking
- Time Management
- Planning and Organizing
PREFERRED QUALIFICATIONS Education High school diploma or G.E.D. equivalent. Related Work Experience At least 1 year of related work experience. Supervisory Experience No supervisory experience. License or Certification None