Guest Relations

· Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

· Address guests' service needs in a professional, positive, and timely manner.

· Thank guests with genuine appreciation and provide a fond farewell.

· Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.

· 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.

· Engage guests in conversation regarding their stay, property services, and area attractions/offerings.

· Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, etc.).

· Assist other employees to ensure proper coverage and prompt guest service.

Communication

· Speak to guests and co-workers using clear, appropriate and professional language.

· 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.

· Talk with and listen to other employees to effectively exchange information.

· Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.

Job Type: Full-time