Guest Service Representative
Patton Hospitality Management 4 reviews - Orlando, FL

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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.

Festiva'sCore 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
None at this time

PHYSICAL REQUIREMENTS
Next to each activity insert N, O, F, or C based on the job requirements.

N (Not Applicable)
Activity is not applicable to this occupation.

O (Occasionally)
Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently)
Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly)
Occupation requires this activity more than 66% of the time (5.5+ hrs/day) Add other physical requirements as applicable.

Physical Demands
Lift/Carry

Stand
C

Walk C

Sit
O

Handling / Fingering
C

Reach Outward
C

Reach Above Shoulder
O

Climb O

Crawl O

Squat or Kneel
O

Bend
C

10 lbs. or less
O

11-20 lbs.
O

21-50 lbs.
O

51-100 lbs
N

Over 100 lbs
N

Push/Pull

12 lbs or less
O

13-25 lbs
O

26-40 lbs
O

41-100 lbs
N
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.

About this company
4 reviews