Guest Service Associate - Q Hotels Management

Essential Functions:
All areas

• Be Familiar with the City, as to provide driving & walking directions.
• Be fully acquainted with the different points of interest
• Ensure that the public areas (lobby, front drive, etc.) are maintained, clean and tidy by cooperating with Housekeeping Department.
• Accept other special duties as required by management.
• Interact with all other departments to ensure that guest's needs are satisfied.
• Follow-up with guests, after other hotel departments complete tasks, to ensure that all the problems were resolved.
• Speak with guests in a friendly, warm, and genuine manner that makes them feel welcome to the hotel.
• To proactively work to seek out ways in which to improve the hotel experience for our guests.
• Ensure the crispness & neatness of your appearance. Uniform, nametag & shoes shined.
• Adhere to proper loading of Bell cart to distribute weight evenly.
• Understand and enforce hotel policy on loading and unloading boxes at the Front Entrance.
• Understand who may use the bell carts and for what purposes.
• Understand how to properly push and pull a bell cart safely
• Understand the use of the time clock and the importance of "clocking in & out" for any un-work-related activity.
• Understand responsibilities with regard to reporting burnt out light bulbs and spills.
• Understand the bridging concept with the front desk for clues to guest status.
• Use the expression, "Welcome to the (insert hotel name)" with every arriving guest.
• Understand the responsibilities with regard to two-way radio use.
• Refer all guests to hotel offered operations first. (hotel restaurant and/or lounge)
• Controls the traffic flow in and out of the Lobby.
• Notifies the Front Desk and Guest Services of VIP arrivals whenever possible.
• Ensure that all personal interaction with other employees, takes place in a "non guest" area.

Interior

• Assist in arranging for restaurant Reservations and limousines as required by our guests.
• Ensure the delivery of newspapers, faxes, parcels, mail, special deliveries, etc. to guest rooms.
• Follow up on Any Guest requests i.e.; extra pillow, toothpaste, extra towels ETC, throughout your shift.
• Handling of special requests- i.e. flowers, rental cars, forwarding luggage, airline tickets, etc.
• Arranging sightseeing tours, advising of different quality local shopping areas, and giving various directions as necessary.
• Understand how to enter an elevator.
• Understand when to enter an elevator and when to wait for next elevator.
• Understand what to say when in the elevator.
• Understand how to call floors.
• Understand the significance of the Franchise Guest Travel Program.
• Understand the Express Check in process and responsibilities.
• Understand that the 'floor' must be covered 100% of the time & the importance of informing Management of your whereabouts at all times.
• Ensure delivery of AM Newspapers
• Share The Responsibility Of Delivering The Express Check Outs.

Exterior

• Calls taxi and/or shuttle for guests as needed.
• Understand the importance & use of the daily/nightly checklists.
• Maintains a clean and orderly appearance of the work area at all times.
• Use 10 5 rule with each and every guest
• Thank guests for staying, invite them back.
• Follow in procedures for value cards.

Tools and Equipment:

• Bell stand luggage carts, hand truck
• Computer and printer, telephone, pen/pencil, photo-copying machine, facsimile machine
• Bell carts

Working Environment:

• Interior and exterior of hotel in center of front drive.

Physical Job Requirements (for essential functions only)
Lifting/Pushing/Pulling/ Carrying

• Lifting up to 50 pounds and pushing/pulling cart up to 200 pounds
• Running, standing, stooping, lifting

Bending/Kneeling

• Frequently during shift to lift luggage or load luggage into vehicle or onto cart

Mobility

• Walking up to 1/10 mile frequently during shift
• Running stairs

Continuous Standing

• To wait for arriving guests or when delivering vehicles frequently during shift

Climbing

• Climbing up to approximately 3 steps 5% of 8 hour shift, entering and exiting vans and other vehicles

Work Environment

• Inside 25% of work period (approximately 8 hour shift)
• Interior and on occasion exterior of hotel with exposure to weather conditions.
• Continually standing for long periods of time, up an entire shift.
• Must be able to lift up to 50lbs.
• Must be willing to assist with Concierge & Front Desk Duties
• Visibly must be able to use computer for extended periods of time
• Must answer phones in a clear, understandable tone
• Must be able to push or pull a fully loaded bell cart full of luggage
• Must be able and willing to use stairs whenever necessary
• Must be able to visibly recognize luggage tag numbers
• Outside 75% of work period (approximately 8 hour shift)

Hearing/Vision/Speech/Literacy

• Hearing is moderate (Converse with guests, to hear traffic)
• Vision is critical (Correctable to 20/20 for driving purposes)
• Speech is moderate (Converse with guests)
• Literacy is minimal (Ability to read and interpret traffic and directional signage)

Protective Clothing

• Cold climate outer wear, gloves, hat, boots