Guest Services Representative
LaTour Hotels and Resorts, Inc., is now hiring for a Guest Service Representative at our Tamarack/Mirror Lake Resort in Wisconsin Dells, WI! LHR offers an excellent benefits plan for all qualifying employees including medical, dental, vision, company paid life insurance and short-term disability, ancillary benefits, 401(k), travel perks, 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.