Guest Service Representative - Hotel Donaldson - Blarney Stone Irish Pub
Fargo, ND 58102
About the Job
Guest Service Representative Position Description-Hotel Donaldson
Objective: To create memorable experiences through professional service excellence for our guests in a friendly, relaxed manner while always exceeding their lodging needs.
General Description: The Guest Service Representative is responsible for ensuring the exceptional lodging experience of the Hotel Donaldson Guest. This includes reservations, check-in, special requests, anticipated needs, valet, cash handling, security & confidentiality, and any suggestions to exceed guests’ expectations, in a courteous and timely manner.
Teammates of the Hotel Donaldson are passionate & excited ambassadors of our community; telling the story of history, culture, & purveyors.
Basic Criteria: Must be able to maintain professionalism in all interactions with guests, while still being friendly & personable. Must have strong communication skills, be well organized, and have attention to detail. Passion for serving others & creating memorable experiences required. Must have valid driver’s license.
Reports To: Guest Service Lead/Hotel Manager
Weight Requirements: 25 – 50 pounds for push/pull and lifting.
Essential Job functions:
- Uphold and abide by the employment ‘Best Practices’ of the Hotel Donaldson.
Successfully complete the GSA training program including the following:
- History, Structure, and Best Practices of Hotel Donaldson
- Room location, amenities, & art featured
- Property Management System (computer software)
- SALTO Key system
- Telephone system & capabilities
- Menu Knowledge
- Professionalism in service excellence
- Safety, Security, and Emergency Practices
- Appearance on the job
- Side work
- Complete Daily Guest Service Responsibilities: Quoting of rates, availability of rooms to sell
- Answering phones 100% of the time
- Monitoring our online booking systems, filling reservation requests, & blocking off dates that are full
- Know daily registered guest needs & requests completely
- Calling guests on our waitlist
- Continually checking the hotel ‘Info” email and respond as necessary
- Inspecting rooms for quality service & communicating clearly with housekeeping teammates
- Knowledge of daily reports & posting master accounts
- Accepting and processing guest check-outs and payments including approving adjustments as needed.
- Completing Shift Checklists as a minimum requirement
- Answering Guest questions & providing concierge services
- Valeting Guest vehicles to & from hotel in a timely manner
- Clearing any dishes away from public areas immediately
- Maintaining office & public area quality- cleaning during downtime
- Assisting with laundry
- Handling Guest Concerns or handing to a manager if need be
Qualifications Standards:
- Ability to responsibly communicate and attend to guest needs in a friendly, fun, and professional manner
- Reading, writing, basic math and verbal communication skills required
- Basic computer knowledge with an aptitude to learn new programs
- Mobility required during the entire shift, up to 8 hours
- Transports laundry racks and cases up to 25 pounds up to 5 times per shift.
- Must be able to stand and exert fast-paced mobility for up to 4 hours in length. Must have a good sense of balance, be able to bend and kneel and have the ability to lift weighing up to 50 pounds
- Must have a valid driver’s license
Guest Service Expectations:
- Go above & beyond guest expectations
- Anticipate guest & teammate needs- think beyond your shift
- Maintain professionalism when interacting with guests in thought, word, & deed- maintain a positive attitude
- Attention to detail in all areas of the building-physical, as well as operational
- No personal items or projects at desk- look to serve others in your downtime
- Keep yourself & teammates accountable to our performance standards
- Communicate Guest needs when appropriate to teammates throughout the property (Lounge/Restaurant & Kitchen)
- Knowledge of the downtown area & be able to give directions/recommendations
- Knowledge of our Shared Values & Mission & the ability to abide by them throughout the entire shift
- Proper uniform: Black button down in winter months & black Hotel Donaldson T-shirt in the summer months along with black pants & black shoes.
- Prompt & prepared for each shift by being on time & ensuring each teammate communicates guest needs & notes from the previous shift.
Job Types: Part-time, Full-time
Salary: $15.00 per hour
Benefits:
- 401(k) matching
- Employee discount
- Flexible schedule
Schedule
- 8 hour shift
Ability to commute/relocate:
- Fargo, ND 58102: Reliably commute or planning to relocate before starting work (Required)
Application Question(s):
- Are you at least 21 years of age?
Shift availability:
- Night Shift
Work Location: One location
Welcome to the new Blarney Stone Pub with 4 locations, including Bismarck, West Fargo, Sioux Falls and the newest location at the Hotel Donaldson Downtown Fargo!
Stop in for a great meal, enjoy an authentic Irish atmosphere, and choose from our 32 draft beer selections! Bring your friends, or meet some new ones!
