Position Title: Guest Care Associate

Reports to: Guest Care Manager/General Manager

Pay Status: Non Exempt

Major Job Responsibility:

· To increase customer satisfaction by providing efficient and courteous Front Desk service in accordance with the standards of SREE and this hotel

Job Duties:

1. Meets and exceeds customer and team member expectations by providing service and teamwork

• Provides value added service to customers by doing whatever reasonable and possible to meet or exceed customer expectations
• Communicates effectively with customers, co-workers, and supervisors
• Demonstrates teamwork by cooperating and assisting co-workers as needed
• Handles difficult situations effectively
• Meets service standards
• Performs other duties as required to provide service and teamwork

2. Provides quality service to the customer by responding to their requests promptly, efficiently, and courteously during check-in, check-out, and throughout stay

• Registers, processes, and greets customer promptly, welcoming him/her to the hotel
• Responds to customer requests for information about the hotel
• Arranges for special services requested by the customer
• Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift
• Arranges fulfillment of customer services by working with courtesy van staff, housekeeping, reservations, and maintenance

3. Minimizes loss of revenue by adhering to all established credit and inventory control procedures

• Ensures all customers establish credit or pay cash upon check-in
• Monitors customer accounts to insure adherence to hotel credit limits and verifies accuracy of registration information

4. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures

• Verifies all information on reservations check-in; name, address, method of payment, etc.
• Retrieves proper name and address verification and proper approval codes for cash and credit card paying customers
• Identifies and records special billing instructions
• Completes shift closing accurately by getting appropriate approval signatures and authorization codes
• Adheres to hotel policies regarding the use of cash banks, drop/deposit logs, etc

5. Increases revenues by offering customers upgraded rooms and promoting hotel amenities and outlets

• Promotes food and beverage alternatives within the hotel
• Follows yield management procedures while making room reservations

6. Demonstrates a working knowledge of all services and facilities of the hotel and effectively assists the hotel’s customers

• Issues safety deposit boxes to customers upon request
• Properly processes customer mail, messages, and packages to insure their receipt by customers

7. Adheres to hotel policies and procedures

• Attends work on time as scheduled
• Follows hotel grooming and dress standards
• Minimizes safety hazards by following all safety rules and procedures

8. Keeps immediate supervisor promptly and fully informed of all problems or unusual matters of significance

9. Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position

10. Maintains a favorable working relationship with all other company employees to foster and promote a cooperative and harmonious working climate

11. At all times projects a favorable image of SREE and the hotel to the public

12. Performs such other ancillary and related duties as may be assigned by Supervisor or General Manager

13. Must achieve required threshold scores according to brand and SREE inspections.

Job Types: Full-time, Part-time

Pay: $11.00 - $14.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Paid time off
• Relocation assistance
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Columbia, SC 29201: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: One location

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