Guest Service Associate

Q Hotels Management; LaPlace (LA); On-site; USD 17,000 - 25,000; Full time

Job summary

Q Hotels in Louisiana seeks a friendly Bell Desk/Concierge associate to warmly welcome guests, provide directions, and coordinate with Front Desk and Concierge teams. You will assist with transportation, reservations, and delivering items to guest rooms.

The role requires physical stamina, attentive guest service, and the ability to work with multiple departments to ensure guest satisfaction.

Qualifications

• Excellent guest service and communication skills.
• Ability to assist guests with directions and requests.
• Must be able to lift up to 50 lbs and be physically active.

Responsibilities

• Greet guests warmly and provide directions inside the hotel.
• Assist with restaurant reservations and limousine arrangements as required.
• Deliver newspapers, faxes, parcels, and other items to guest rooms.
• Coordinate with Front Desk and Concierge to fulfill guest requests.
• Maintain lobby and public areas in a clean, presentable condition.
• Ensure bell carts are used safely and loaded properly.
• Follow up with guests to ensure issues are resolved.
• Assist with Concierge and Front Desk duties as needed.

Skills

Guest service

Communication

Hospitality

Teamwork

Mobility

Tools

Computer and printer

Telephone

Fax machine

Photo-copying machine

Job description

Essential Functions:
All areas

• Be Familiar with the City, as to provide driving & walking directions.
• Be fully acquainted with the different points of interest
• Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department.
• Accept other special duties as required by management.
• Interact with all other departments to ensure that guest's needs are satisfied.
• Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved.
• Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
• To proactively work to seek out ways in which to improve the hotel experience for our guests.
• Ensure the crispness & neatness of your appearance. Uniform, nametag & shoes shined.
• Adhere to proper loading of Bell cart to distribute weight evenly.
• Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance.
• Understand who may use the bell carts and for what purposes.
• Understand how to properly push and pull a bell cart safely
• Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.
• Understand responsibilities with regard to reporting burnt out light bulbs and spills.
• Understand the bridging concept with the front desk for clues to guest status.
• Use the expression, "Welcome to the (insert hotel name)" with every arriving guest.
• Understand the responsibilities with regard to two-way radio use.
• Refer all guests to hotel offered operations first. (hotel restaurant and/or lounge)
• Controls the traffic flow in and out of the Lobby.
• Notifies the Front Desk and Guest Services of VIP arrivals whenever possible.
• Ensure that all personal interaction with other employees, takes place in a "non guest" area.
• Fosse experience preferred but not required.

Interior

• Assist in arranging for restaurant Reservations and limousines as required by our guests.
• Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms.
• Follow up on Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift.
• Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc.
• Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary.
• Understand how to enter an elevator.
• Understand when to enter an elevator and when to wait for next elevator.
• Understand what to say when in the elevator.
• Understand how to call floors.
• Understand the significance of the Franchise Guest Travel Program.
• Understand the Express Check in process and responsibilities.
• Understand that the 'floor' must be covered 100% of the time & the importance of informing Management of your whereabouts at all times.
• Ensure delivery of AM Newspapers
• Share The Responsibility Of Delivering The Express Check Outs.

Exterior

• Calls taxi and/or shuttle for guests as needed.
• Understand the importance & use of the daily/nightly checklists.
• Maintains a clean and orderly appearance of the work area at all times.
• Use 10 5 rule with each and every guest
• Thank guests for staying, invite them back.
• Follow in procedures for value cards.

Tools and Equipment

• Bell stand luggage carts, hand truck
• Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine
• Bell carts

Working Environment

• Interior and exterior of hotel in center of front drive.

Physical Job Requirements (for essential functions only)

Lifting/Pushing/Pulling/ Carrying

• Lifting up to 50 pounds and pushing/pulling cart up to 200 pounds
• Running, standing, stooping, lifting

Bending/Kneeling

• Frequently during shift to lift luggage or load luggage into vehicle or onto cart

Mobility

• Walking up to 1/10 mile frequently during shift
• Running stairs

Continuous Standing

• To wait for arriving guests or when delivering vehicles frequently during shift

Climbing

• Climbing up to approximately 3 steps 5% of 8 hour shift, entering and exiting vans and other vehicles

Work Environment

• Inside 25% of work period (approximately 8 hour shift)
• Interior and on occasion exterior of hotel with exposure to weather conditions.
• Continually standing for long periods of time, up an entire shift.
• Must be able to lift up to 50lbs.
• Must be willing to assist with Concierge & Front Desk Duties
• Visibly must be able to use computer for extended periods of time
• Must answer phones in a clear, understandable tone
• Must be able to push or pull a fully loaded bell cart full of luggage
• Must be able and willing to use stairs whenever necessary
• Must be able to visibly recognize luggage tag numbers
• Outside 75% of work period (approximately 8 hour shift)

Hearing/Vision/Speech/Literacy

• Hearing is moderate (Converse with guests, to hear traffic)
• Vision is critical (Correctable to 20/20 for driving purposes)
• Speech is moderate (Converse with guests)
• Literacy is minimal (Ability to read and interpret traffic and directional signage)

Protective Clothing

• Cold climate outer wear, gloves, hat, boots