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GUEST SERVICE

HOTEL DONALDSON

Objective: To create memorable experiences through professional service excellence for our guests in a friendly, relaxed manner while always exceeding their lodging needs.

 

General Description: The Guest Service Representative is responsible for ensuring the exceptional lodging experience of the Hotel Donaldson Guest. This includes reservations, check-in, special requests, anticipated needs, valet, cash handling, security & confidentiality, and any suggestions to exceed guests’ expectations, in a courteous and timely manner. 

Teammates of the Hotel Donaldson are passionate & excited ambassadors of our community; telling the story of history, culture, & purveyors.

 

Basic Criteria: Must be able to maintain professionalism in all interactions with guests, while still being friendly & personable. Must have strong communication skills, be well organized, and have attention to detail. Passion for serving others & creating memorable experiences required. Must have valid driver’s license.

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Reports To: Guest Service Lead/Hotel Manager

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Weight Requirements:  25 – 50 pounds for push/pull and lifting.  

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Essential Job functions:

  • Uphold and abide by the employment ‘Best Practices’ of the Hotel Donaldson.

 

Successfully complete the GSA training program including the following:

  • History, Structure, and Best Practices of Hotel Donaldson

  • Room location, amenities, & art featured

  • Property Management System (computer software)

  • SALTO Key system

  • Telephone system & capabilities

  • Menu Knowledge

  • Professionalism in service excellence

  • Safety, Security, and Emergency Practices

  • Appearance on the job

  • Side work

  • Complete Daily Guest Service Responsibilities:

    • Quoting of rates, availability of rooms to sell

    • Answering phones 100% of the time

    • Monitoring our online booking systems, filling reservation requests, & blocking off dates that are full

    • Know daily registered guest needs & requests completely

    • Calling guests on our waitlist

    • Continually checking the hotel ‘Info” email and respond as necessary

    • Inspecting rooms for quality service & communicating clearly with housekeeping teammates

    • Knowledge of daily reports & posting master accounts

    • Accepting and processing guest check-outs and payments including approving adjustments as needed.

    • Completing Shift Checklists as a minimum requirement

    • Answering Guest questions & providing concierge services

    • Valeting Guest vehicles to & from hotel in a timely manner

    • Clearing any dishes away from public areas immediately

    • Maintaining office & public area quality- cleaning during downtime

    • Assisting with laundry

    • Handling Guest Concerns or handing to a manager if need be

 

Qualifications Standards:

  • Ability to responsibly communicate and attend to guest needs in a friendly, fun, and professional manner

  • Reading, writing, basic math and verbal communication skills required

  • Basic computer knowledge with an aptitude to learn new programs

  • Mobility required during the entire shift, up to 8 hours

  • Transports laundry racks and cases up to 25 pounds up to 5 times per shift.

  • Must be able to stand and exert fast-paced mobility for up to 4 hours in length.  Must have a good sense of balance, be able to bend and kneel and have the ability to lift weighing up to 50 pounds

  • Must have a valid driver’s license 

 

Guest Service Expectations:

  • Go above & beyond guest expectations

  • Anticipate guest & teammate needs- think beyond your shift

  • Maintain professionalism when interacting with guests in thought, word, & deed- maintain a positive attitude

  • Attention to detail in all areas of the building-physical, as well as operational

  • No personal items or projects at desk- look to serve others in your downtime

  • Keep yourself & teammates accountable to our performance standards

  • Communicate Guest needs when appropriate to teammates throughout the property (HoDo Lounge/Restaurant & Kitchen)

  • Knowledge of the downtown area & be able to give directions/recommendations

  • Knowledge of our Shared Values & Mission & the ability to abide by them throughout the entire shift

  • Proper HoDo uniform: Black button down in winter months & black Hotel Donaldson T-shirt in the summer months along with jeans & black shoes.

  • Prompt & prepared for each shift by being on time & ensuring each teammate communicates guest needs & notes from the previous shift.

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