Guest Host

Guest Service Representative Position Description-Hotel Donaldson

Objective: To create memorable experiences through professional service excellence for our guests in a friendly, relaxed manner while always exceeding their lodging needs.

General Description: The Guest Service Representative is responsible for ensuring the exceptional lodging experience of the Hotel Donaldson Guest. This includes reservations, check-in, special requests, anticipated needs, valet, cash handling, security & confidentiality, and any suggestions to exceed guests’ expectations, in a courteous and timely manner.

Teammates of the Hotel Donaldson are passionate & excited ambassadors of our community; telling the story of history, culture, & purveyors.

Basic Criteria: Must be able to maintain professionalism in all interactions with guests, while still being friendly & personable. Must have strong communication skills, be well organized, and have attention to detail. Passion for serving others & creating memorable experiences required. Must have valid driver’s license.

Reports To: Guest Service Lead/Hotel Manager

Weight Requirements: 25 – 50 pounds for push/pull and lifting.

Essential Job functions:

• Uphold and abide by the employment ‘Best Practices’ of the Hotel Donaldson.

Successfully complete the GSA training program including the following:

• History, Structure, and Best Practices of Hotel Donaldson
• Room location, amenities, & art featured
• Property Management System (computer software)
• SALTO Key system
• Telephone system & capabilities
• Menu Knowledge
• Professionalism in service excellence
• Safety, Security, and Emergency Practices
• Appearance on the job
• Side work
• Complete Daily Guest Service Responsibilities: Quoting of rates, availability of rooms to sell
• Answering phones 100% of the time
• Monitoring our online booking systems, filling reservation requests, & blocking off dates that are full
• Know daily registered guest needs & requests completely
• Calling guests on our waitlist
• Continually checking the hotel ‘Info” email and respond as necessary
• Inspecting rooms for quality service & communicating clearly with housekeeping teammates
• Knowledge of daily reports & posting master accounts
• Accepting and processing guest check-outs and payments including approving adjustments as needed.
• Completing Shift Checklists as a minimum requirement
• Answering Guest questions & providing concierge services
• Valeting Guest vehicles to & from hotel in a timely manner
• Clearing any dishes away from public areas immediately
• Maintaining office & public area quality- cleaning during downtime
• Assisting with laundry
• Handling Guest Concerns or handing to a manager if need be

Qualifications Standards:

• Ability to responsibly communicate and attend to guest needs in a friendly, fun, and professional manner
• Reading, writing, basic math and verbal communication skills required
• Basic computer knowledge with an aptitude to learn new programs
• Mobility required during the entire shift, up to 8 hours
• Transports laundry racks and cases up to 25 pounds up to 5 times per shift.
• Must be able to stand and exert fast-paced mobility for up to 4 hours in length. Must have a good sense of balance, be able to bend and kneel and have the ability to lift weighing up to 50 pounds
• Must have a valid driver’s license

Guest Service Expectations:

• Go above & beyond guest expectations
• Anticipate guest & teammate needs- think beyond your shift
• Maintain professionalism when interacting with guests in thought, word, & deed- maintain a positive attitude
• Attention to detail in all areas of the building-physical, as well as operational
• No personal items or projects at desk- look to serve others in your downtime
• Keep yourself & teammates accountable to our performance standards
• Communicate Guest needs when appropriate to teammates throughout the property (Lounge/Restaurant & Kitchen)
• Knowledge of the downtown area & be able to give directions/recommendations
• Knowledge of our Shared Values & Mission & the ability to abide by them throughout the entire shift
• Proper uniform: Black button down in winter months & black Hotel Donaldson T-shirt in the summer months along with black pants & black shoes.
• Prompt & prepared for each shift by being on time & ensuring each teammate communicates guest needs & notes from the previous shift.

Job Types: Full-time, Part-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Retirement plan
• Vision insurance

Application Question(s):

• Are you at least 21 years of age?

Shift availability:

• Day Shift (Preferred)
• Night Shift (Preferred)

Work Location: In person

WE’D LOVE TO HAVE YOU JOIN OUR TEAM
How lucky are we that we get to do what we love? We seek service-minded, talented, and innovative individuals who can help us continue to offer our high standard of quality service. If you believe in the enjoyment of sharing your knowledge and your positive people skills with others to create quality experiences for our guests, we encourage you to apply. Hotel Donaldson offers exciting opportunities that will challenge your abilities, expand your skills and reward your contributions in an atmosphere that encourages personal and professional growth for all.

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