Guest Services Representative at ZEALANDIA HOLDING COMPANY in Charleston, South Carolina

Job Description:

LaTour Hotels and Resorts, Inc., now has an exciting opportunity for a Guest Services Representative at our Church Street Inn location in Charleston, SC! LHR offers an excellent benefits plan including medical, dental, vision, company paid life insurance and short-term disability, 401(k) with company match, ancillary benefits, travel perks, free parking and more! LHR contributes to an ESOP and is an EOE!

POSITION SUMMARY
The Guest Service Representative (GSR) establishes a positive rapport with guests and provides excellent guest services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately.

ESSENTIAL FUNCTIONS

The GSR:

• Greets guests warmly and efficiently facilitates their check-in and check-out process.


• Ensures that welcome and departure calls are being placed in accordance with company standards.


• Anticipates guests’ needs and resolves their questions/problems or refers them to the appropriate person for resolution.


• Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.


• Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.


• Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.


• Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.


• Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.


• Maintains a neat, clean, and organized environment.

OTHER FUNCTIONS

The GSR may also:

• Perform concierge duties.


• Assist with bellman duties as needed.

POSITION QUALIFICATIONS/REQUIREMENTS

Education/Credentials
This position requires a high school diploma or GED.

Experience
Customer Service experience is preferred, but not required.

LHR’s Core Competencies

Accountability: Ability to accept responsibility and account for his/her actions.

Adaptability: Ability to adapt to change in the workplace.

Customer oriented: Ability to take care of the customers’ needs while following company procedures.

Enthusiastic: Ability to bring energy to the performance of a task.

Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.

Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.

Interpersonal: Ability to get along well with a variety of personalities and individuals.

Responsible: Ability to be held accountable or answerable for one’s conduct.

Safety awareness: Ability to identify and correct conditions that affect employee safety.

Tolerance: Ability to work successfully with a variety of people without making judgments.

Knowledge & Skills

Accuracy: Ability to perform all duties accurately and thoroughly.

Oral Communication: Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests.

Detail Oriented: Ability to pay attention to the minute details of every task.

Organization: Posses the trait of being organized and methodically performs each task.

Friendliness: Ability to exhibit an enthusiastic demeanor towards all guests.

Other Requirements
Bilingual/Spanish Speaking Preferred

PHYSICAL REQUIREMENTS

WORK ENVIRONMENT
The GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.