Guest Services Representative

Job Details

Job Location
Tamarack / Mirror Lake - Wisconsin Dells, WI

Position Type
Full Time

Salary Range
$14.00 - $15.00

Description

LaTour Hotels and Resorts, Inc., is now hiring for a Guest Service Representative at our Tamarack/Mirror Lake Resort in Wisconsin Dells, WI. LHR offers an excellent benefits plan for all qualifying employees including medical, dental, vision, company paid life insurance and short-term disability, ancillary benefits, 401(k), travel perks, and more. LHR contributes to an ESOP and is an EOE.

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.

Qualifications

POSITION QUALIFICATIONS/REQUIREMENTS

Education/Credentials

• This position requires a high school diploma or GED.

Experience

• Customer Service experience is preferred, but not required.

LHR's Core 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

• Bilingual/Spanish Speaking Preferred

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)

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.