Guest Service Representative - Graduate New Haven (Part Time)

GNHC-39248

Collegiate Hotel Group, is seeking a Guest Service Representative to join New Haven and its brilliant team of hospitality enthusiasts.

JOB DUTIES AND RESPONSIBILITIES

• Greets guests as they arrive, focusing on personal recognition in a warm and authentic manner

• Reviews arrival list daily and assists in preparing, assembling and delivering welcome amenities

• Escort VIPs to room and check them in prior to arrival

• Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed

• Responsible for issued bank - count bank at beginning and end of shift.

• Ensure that all cash drops are done in accordance with proper cash handling procedures and report all cash over/ shorts to management

• Maintains front desk area to be clean and organized

• Monitor and promptly answer guest questions and requests through property management system SMS in accordance with brand standards

• Ensure each shift begins by reviewing resume binder, Front Office Announcements board and pass on with the associate who just concluded shift

• Ensure uniform is clean and pressed and worn to each shift

• Alerts management of low inventory items that need to be re-ordered (keys, key packets, grab & go items, office supplies)

• Monitor and restock grab and go and guest amenities

• Assisting with lobby activation as needed

• Assist guests with concierge services and act as a local insider when recommending restaurants, attractions, and activities

• Offer luggage assistance and storage to guests

• Ensure all scheduled shifts that are switched are approved by a manager in advance

• Utilize proper procedures when handling guest PPI data

• Understands the key points to communicate for a Graduate Arrival experience

• Follows through and feels ownership of guest requests through brand and property mandated channels (ie PMS, property management system, walkie talkies)

• Resolves guest complaints in a professional and efficient manner

• Promotes Graduate Culture by exhibiting the 5 pillars of our mission

• Actively participates in brand wide programs including but not limited to upsell, email capture

• Responsible for assisting management with on-the-job training of new associates

• Always retrieve necessary identification documents and form of payment upon guest arrival

• Responsible for completing shift check list upon conclusion of every scheduled shift

• Promote and participate in brand wide initiatives

• Adherence to the attendance policy and procedures

• Other duties as assigned

EDUCATION AND EXPERIENCE

• Prior Customer Service Experience

• High School Diploma/GED

KNOWLEDGE, SKILLS AND ABILITIES

• Basic computer skills

• Ability to communicate effectively verbally and in writing

• Ability to exceed expectations of guests and team members

• Excellent time management skills

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Prolonged periods sitting or standing at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.

• The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

• Collegiate Hotel Group is an Equal Opportunity Employer.