Guest Services Representative

Latour Hotels & Resorts, Inc.; Florida; On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Travel club discounts

Discounted stays for employees

Medical insurance

Dental insurance

Vision insurance

Company paid life insurance

401(k)

ESOP company stock ownership

Job summary

LaTour Hotels and Resorts is hiring a Guest Service Representative at Coconut Palms Beach Resort II in New Smyrna Beach, FL. You will greet guests, assist with check-in/out, and handle calls and emails to ensure a seamless guest experience.

We value growth through internal promotion, and as an ESOP company, employees are invested in the company. Benefits include travel club access, discounted stays, medical/dental/vision, life insurance, 401(k), and more.

Qualifications

• High school diploma or GED required at minimum.
• Customer service experience preferred but not required.
• Ability to communicate clearly with guests and team members.

Responsibilities

• Greets guests warmly and facilitates check-in/check-out efficiently.
• Handles phone calls, voicemails, and emails in a positive manner.
• Coordinates with housekeeping, kitchen, and maintenance on room status.
• Maintains a neat and organized front desk area.
• Counts cash drawer and reports discrepancies to the GM.

Skills

Customer service

Interpersonal skills

Oral communication

Education

High School Diploma or GED

Job description

Interested in a workplace that values your contributions? Are you looking for a job that comes with travel benefits? Do you have skills in customer service you're looking to use and grow?LaTour Hotels and Resorts (LHR) is hiring Guest Service positions at our Coconut Palms Beach Resort II in New Smyrna Beach, FL!As a company, we pride ourselves in building our employees' skills in the workplace and promoting from within. When we see talent we recognize it and we build it. As an ESOP (Employee Stock Ownership Plan) company our employees are invested in the company, meaning that when you succeed, you're working towards both the company's future and your own.We offer membership to our travel club as a benefit to every employee after their first few months. This includes:Access to deeply discounted stays at our resortsAccess to discounted stays at partner resorts and hotelsDiscounts on other travel related expenses like airfare, car rental and more.Full time employees can also look forward to a more comprehensive benefit plan including medical, dental, vision, company paid life insurance, 401(k), and more!A role in Guest Services is a great way to get started with LHR. In this role you'll be working face to face with our guests to establish a positive rapport and provide excellent guest services from the first greeting through check-out. It is essential that we make guests feel welcome, that their needs are met and that any questions/problems are resolved efficiently and appropriately.This position is vital to our operations and serves as the foundation for providing the best hospitality LHR can offer at each of it's locations.POSITION SUMMARYThe 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 FUNCTIONSThe 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 FUNCTIONSThe GSR may also:Perform concierge duties.Assist with bellman duties as needed.POSITION QUALIFICATIONS/REQUIREMENTSEducation/CredentialsThis position requires a high school diploma or GED.ExperienceCustomer Service experience is preferred, but not required.LHR’s Core CompetenciesAccountability: 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 & SkillsAccuracy: 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 RequirementsBilingual/Spanish Speaking PreferredPHYSICAL REQUIREMENTSN (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)Physical DemandsLift/CarryStandCWalkCSitOHandling / FingeringCReach OutwardCReach Above ShoulderOClimbOCrawlOSquat or KneelOBendC10 lbs. or lessO11-20 lbs.O21-50 lbs.O51-100 lbs.NOver 100 lbs.NPush/Pull12 lbs. or lessO13-25 lbs.O26-40 lbs.O41-100 lbs.NWORK ENVIRONMENTThe GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.