Guest Services Representative

ZEALANDIA HOLDING COMPANY

  • Wisconsin Dells, WI
  • Permanent
  • Part-time
  • 7 days ago
LaTour Hotels and Resorts, Inc., is now hiring for a part time 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 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 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/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 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 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.

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