Job Details
**Guest Service Representative**
* Bar Harbor, ME
* Full-Time
* Front Desk
* Guest Service Representative
**Guest Service Representative**
As the Guest Service Representative, you will be responsible for maximizing revenue and creating memorable experiencesall while handling guest accounts and assisting in check-ins and check-outs for each guest.
You will be expected to communicate effectively, listen, take initiative, work independently and in teams, and lead by example. Additionally, you must have the ability to multi-task, maintain composure under pressure, and display a high level of professionalism, integrity, and follow-through.
**Job Duties and Responsibilities:**
* Welcomes and checks-in guests in a friendly and efficient manner. (Excellent customer service and phone etiquette.)
* Accountability for assigned cash drawer(s) and cash balances
* Answers and transfers calls in timely (preferably 3 rings) and courteous fashion
* Verifies accuracy of information in property management system by entering data correctly and checking daily arrivals
* Effectively handles all guest inquires, requests and complaints. Confirm guest needs have been met
* Communicates effectively with all departments
* Develops a working knowledge of local attractions, business locations and points of interest
* Directs traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/lounge guests, visitors
* Acts as a safety and security agent by identifying and reporting potential risks to guests, employees, or the building
* Complies with guest privacy standards
* First point of contact during any emergency. Be familiar with all emergency procedures as documented in hotel Emergency Manuals
* Accurately handle all in-house accounts including guest names, room charges, methods of payment, special requests, etc.
* Maintains a clean and organized work environment
* Confirms guest satisfaction at check-out and take appropriate corrective action if necessary.
* Ensures transfer of information from shift to shift at the Front Desk
* keeps adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary
* Arrives to work on-time and ready to begin shift
* Arrives to work in appropriate work attire (uniform, footwear, name tag) neat and professional in appearance
* Seeks approval from management prior to working overtime (i.e. punching in early or staying beyond scheduled shift)
* Acknowledges our guest with a smile and friendly hello. Promptly attends to guest needs
* Displays a positive can do attitude of working together to accomplish tasks (even if outside specific job duties)
* Demonstrates a team behavior and attitude of working together to accomplish tasks (even if outside specific job duties)
* Completes work in a timely manner and meets productivity standards/expectations
* Performs additional duties as assigned
**Skills Required:**
Ability to work well with others (i.e. interacts appropriately with guests and staff.) Ability to follow instructions and complete tasks safely and efficiently, communicate effectively, ability to learn and adapt to change.
**Experience / Education:**
Prior customer service experience is preferred. High School diploma and/or equivalent work experience.
**Performance Measurement:**
90 Day performance review, annual performance review, attendance, productivity, feedback from others, Guest Response scores, etc.
**Physical Demands:**
This is a very physically demanding job that requires extended periods of walking, standing, bending, lifting, twisting and kneeling. Lifting of up to 40 lbs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
**Additional Eligibility Qualifications:**
Depending on federal and state guidelines, applicants may be required to complete COVID-19 test and/or quarantine for 10 days before beginning employment.