Guest Services Represenative - Full Time

Shaker Village of Pleasant Hill; Harrodsburg (KY); On-site; USD 17,000 - 22,000; Full time

Job summary

Shaker Village of Pleasant Hill (SVPH) is seeking a Guest Service Representative to deliver exceptional guest experiences across the Inn front desk, dining and services. You will check guests in/out, assist with reservations, provide local information and uphold SVPH policies to ensure smooth operations.

As a GSR, you will handle calls, assist guests in person, sell rooms and services, and coordinate with other departments to maintain a warm, welcoming environment.

Responsibilities

• Checks guests in and out in a cheerful, friendly manner, maintaining efficiency, accuracy and compliance with legal requirements and Shaker Village standards.
• Ensures accurate processing of charges and completes/balances end of shift reports with full handover to next shift.
• Sells guest rooms and services available as appropriate with understanding and application of Shaker Village policies.
• Responsible for giving accurate information of the property, hotel, and surrounding area by telephone and in person to hotel and Village guests.
• Must be able to multitask and respond in order of importance.
• Supports marketing, sales, special event programs as required.
• Knows rates, locations, furnishings, amenities and special features of all guest rooms and property.
• Shows and/or describes rooms to prospective guests.
• Operates telephone switchboard professionally and efficiently, receive and transfers calls, takes messages thoroughly and accurately and notifies guests of message and ensures timely wake up calls.
• Demonstrates competence in giving directions to and from Shaker Village and other area attractions within the region.
• Takes and records advance hotel reservation with accuracy, confirms as requested; knows status for reservations on a daily and future basis.
• Observes safe cash handling procedures required by Shaker Village policy and is responsible for cash drawer, cash, credit card, gift certificates and check transactions.
• Takes and records dining reservation for guests onsite and/or over the telephone with accuracy and confirms.
• Sells admissions tickets, gift certificates and other passes, and follows procedures for properly logging the passes and sale.
• Monitors security procedures and maintains safety of guests and buildings.
• Maintains a clean and organized front lobby, front desk area and public restrooms as needed.

Job description

Shaker Village of Pleasant Hill

Shaker Village of Pleasant Hill (SVPH) is on a mission to inspire generations through DISCOVERY, by sharing the legacies of the Kentucky Shakers. SVPH is committed to bridging historic preservation, land conservation, engaged learning and warm hospitality to present an unrivaled destination experience.

Position

Guest Service Representative

Location and Overview

Shaker Village of Pleasant Hill (SVPH) is on a mission to inspire generations through DISCOVERY, by sharing the legacies of the Kentucky Shakers. SVPH is committed to bridging historic preservation, land conservation, engaged learning and warm hospitality to present an unrivaled destination experience.

Home to the third largest Shaker community in the United States from 1805 until 1910, SVPH manages the country’s largest private collection of original 19th century buildings and is the largest National Historic Landmark in Kentucky. Onsite amenities at SVPH include overnight accommodations, dining and catering services, retail shops, event and meeting venues, historical exhibitions and tours, farm and garden area, nature preserve, multi-use trail system, equestrian stable and an extensive calendar of special programs, activities and events.

Description

The Guest Service Representative (GSR) is responsible for providing excellent guest service by going above and beyond for every guest at every interaction while complying with all Shaker Village policies. The GSR is also responsible for daily operational duties of the Inn to ensure flawless operations designed to provide an excellent experience for all Shaker Village visitors and guests.

Responsibilities

• Checks guests in and out in a cheerful, friendly manner, maintaining efficiency, accuracy and compliance with legal requirements and Shaker Village standards.
• Ensures accurate processing of charges and completes/balances end of shift reports with full handover to next shift.
• Sells guest rooms and services available as appropriate with understanding and application of Shaker Village policies.
• Responsible for giving accurate information of the property, hotel, restaurant, and surrounding area by telephone and in person to hotel and Village guests.
• Must be able to multitask and respond in order of importance.
• Supports marketing, sales, special event programs as required.
• Knows rates, locations, furnishings, amenities and special features of all guest rooms and property.
• Shows and/or describes rooms to prospective guests.
• Operates telephone switchboard professionally and efficiently, receive and transfers calls, takes messages thoroughly and accurately and notifies guests of message and ensures timely wake up calls.
• Demonstrates competence in giving directions to and from Shaker Village and other area attractions within the region.
• Takes and records advance hotel reservation with accuracy, confirms as requested; knows status for reservations on a daily and future basis.
• Observes safe cash handling procedures required by Shaker Village policy and is responsible for cash drawer, cash, credit card, gift certificates and check transactions.
• Takes and records horse stall and paddock reservations with accuracy and confirms with the Preserve Manager.
• Takes and records dining reservation for guests onsite and/or over the telephone with accuracy and confirms.
• Sells admission tickets, gift certificates and equestrian passes, gift certificates, tour tickets and follows procedures for properly logging the passes and sale.
• Sells paintings and other gift shop items for the gift shop when necessary.
• Monitors the Tyco/ADT alarm box and follows Shaker Village emergency procedures.
• Knows and follows key control and security procedures.
• Collects property usage waivers and gives directions along with property map to guests.
• Knows all emergency procedures (fire, severe weather, bomb threats, guest accident/illness, etc.) and responds accordingly.
• Turns in all lost and found items, tags and stores as directed by Inn Manager.
• Conducts security checks as directed and maintains security of guests and buildings
• Maintains a clean and organized front lobby, front desk area and public restrooms as needed.
• Monitors the weather radio and sends out email to entire Shaker Village staff when weather alerts or warnings are issued. Also broadcasts the alerts or warnings over the maintenance and housekeeping radios.
• Cleans guest rooms as requested or when needed.
• Picks up litter in the parking lot and public areas as directed.
• Works night shift as required.
• Cash drawer accountability during shift, accurate processing of charges, and collection of payments and preparation of deposits.
• Balances cash drawer at shift end of each day as applicable.

Expectations

• Reports to work on time as scheduled. Well-groomed with name badge and appropriate attire or proper uniform as defined by Shaker Village policy.
• Practices excellent customer service behaviors, including but not limited to: listening, initiative, responsiveness, cheerfulness, accommodation, courtesy, honesty and professionalism.
• Demonstrates excellent and clear communication skills and helps ensure optimum communication between all shifts, departments and management.