Guest Services Associate

Summary

Accommodates Guests of the hotel by performing the following duties:

Essential Duties and Responsibilities include the following:

Provide a superior experience to all Guests by giving warm hospitality and executing ways to exceed expectations.

Perform daily front desk tasks including check-in, check-out, posting, corrections, printing reports, room status, room availability, creating, and modifying groups, Guest/Group messages and hotel room block

Answer inquiries about hotel services; shopping, dining, entertainment, travel, transportation and tours, makes reservations, arranges babysitting services, and sells seasonal tickets when available (i.e. Hershey Park, etc.) answers, screens, and routes calls.

Answer telephone calls promptly, politely in accordance to the Hilton Brand Standards, and transmits and receives telephone messages.

Complete Daily Shift Checklist, keeps records of room availability and Guest’s accounts.

Responsible for maintaining accurate Front Desk cash drawers/Posts charges such as room, sundry items, fax, copy and telephone. Computes bill, collects payment, and makes change for Guests. Deposits Guest’s valuables in safe deposit box at their request.

Records and delivers all wake up calls.

General cleaning and up keep of the hotel may include:

• Helping in the Laundry
• Breakfast set-up

Due to seasonal needs within the Hospitality Industry it may be necessary to adjust schedules to meet the demands of our business.

Supervisory Responsibilities

This position has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High School Diploma or General Education Degree (GED); or 1 year related experience and/or training in a similar capacity; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

• Hilton Brand Training required upon hire
• CPR Certification – will train
• RAMP Certification – will train

Safety Policies and Practices

The Team Member in this position is responsible for following Willow Valley’s safety policies and procedures, promoting safety, and identifying areas for improvement. The Team Member must be knowledgeable about and follow Willow Valley’s Safety Manuel. The Team Member will be reviewed annually on workplace safety.

Computer Skills

General Computer Skills with experience using Word, Excel, Outlook Email, Kronos, and Hilton OnQ or PEP.

Complexity & Judgment

Work requires performing routine tasks that are related.  Problem solving occurs as a regular part of the job. Established practices and procedures are not always available to address all situations.  Individual judgment is used on a regular basis.

Guest & Team Member Relations

This position interacts with Guest and Team Members on a regular basis dealing with routine matters.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Language Skills

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Physical Demands

The employee frequently is required to stand and walk. The employee is occasionally required to use hands to finger, handle, or feel and reach with hands and arms.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.

Work Environment

The noise level in the work environment is usually moderate.

Part Time Benefits Offered:

• Dental Insurance
• Vision Insurance
• Matching 401(k)
• Employee Assistance Program
• Optional Life Insurance
• Hotel Discount Program
• Fun Work Environment!

Willow Valley Associates is an Equal Opportunity Employer.