<span>Guest Services Associate_2nd Shift_3-11pm</span>

$31,200 - $31,200/Yr

Courtyard Milwaukee Airport - Milwaukee, WI

Part-time,Full-time - Entry Level

Milwaukee, WI

About the position

The Guest Services Associate is responsible for ensuring a high level of guest satisfaction by efficiently attending to guests' needs during check-in, check-out, and throughout their stay. This role requires flexibility in scheduling and adherence to hotel policies and procedures, with a focus on providing excellent customer service and maintaining a clean and organized front desk area.

Responsibilities

• Be flexible in regard to work schedule.
• Report to work on time, in proper and clean uniform, including name tag.
• Handle all duties according to hotel policies, procedures, internal rules and standards.
• Conform to cash handling procedures at all times.
• Be knowledgeable about daily hotel operations, be up-to-date with all changes, new procedures and events.
• Have knowledge about room rates, packages, discounts and promotions and know how to handle each.
• Have knowledge about guest rooms, locations, amenities, features and all other services offered by the hotel.
• Be aware of current guest service scores, and be able to understand guest comments and needs.
• Be an active participant in achieving the GSS goals of the hotel.
• Be able to operate hotel reservations software competently and efficiently.
• Perform guest registration and room assignment and accommodate special requests of all guests.
• Be knowledgeable about brand specific reward programs and other frequent traveler programs.
• Answer the phones according to the standards of proper etiquette and as quickly as possible (no more than three rings).
• Know policies and procedures of safe deposit boxes.
• Ensure the cleanliness of the front desk and back office area at all times.
• Keep computer equipment clean at all times.
• Utilize spare time for cleaning ie: lobby, entrances, public restrooms and any other areas included on the cleaning checklist.
• Assist all guests in problems and questions as required.
• Ensure that all guest problems are resolved by using your brand specific problem resolution guidelines.
• Assist fellow associates in their jobs when able to improve daily operations of the hotel.
• Have knowledge about all emergency procedures and know how to act on them.
• Have knowledge about the city, the local area and attractions to provide the guests with all requested information.
• When leaving the front desk area, it is mandatory for the cashier to lock his/her bank so the cash is secured.
• Report any unusual occurrences or requests to the manager.
• Greet all guests immediately and offer assistance before the guest needs to ask.
• Focus your total attention on the guest.
• Use the AM, PM and night audit daily checklist to ensure smooth daily operations.
• Perform other duties as assigned.

Requirements

• Must have a valid driver's license and proof of insurance.
• Hotel experience: 1 year (Required).

Benefits

• 401(k) matching
• Employee discount
• Health savings account
• Life insurance
• Paid time off