Front Desk Associate (part-time)

*About us* Fairfield by Marriott in Gladstone, Missouri.
*Job Title:* Guest Services Representative (GSR) *FLSA Status*: Non-Exempt *Department:* Front Office *Reports to:* AGM *Scarlett Hotel Group Mission: * To create an amazing experience for our guests and fellow team members.
*Position Summary:* The GSR is responsible for creating an amazing experience for each our guests while we have the time to connect with them in the lobby or over the phone.
*Duties & Responsibilities:* *The responsibility to our guests:* At check in: · Eye contact, smile, tone and inflection in your voice with our guests · Sincerity in the welcoming our guests · Accurate, quick and efficient check in by following and completing all the key points on your check in script · Walk the guest to the elevators at check in · Use the guest’s name at least twice · Adhere to the rewards standards set forth by the brand · Suggest and accurately enter in all wake up calls During their stay: · Anticipate guests’ needs and exceed guest their expectations · Answer all calls within three rings with a smile in your voice · Know your local area attractions end directions At check out: · Eye contact, smile, tone and inflection in your voice with our guests · Accurate, quick and efficient check out by following and completing all the key points on your check out script · Store luggage as needed with a luggage tag · Read our guests’ non-verbal guest cues and understand when the guests is not satisfied with their experience *The responsibility to the team:* · Live the mission by being a good will ambassador inside and outside of work · Promote teamwork and an enjoyable work environment · Complete you onboarding & training within 30 days which will include training on: o Property Management System Procedures o Check in , check out and phone scripts o Cash handling, drops and bank processes o How to read and analysis particular reports o Emergency procedure training o How to be effective when handling difficult guest issues as they arise o Use the L.
E.
A.
R.
N.
method for handling guest issues o Reservations & cancellation procedures o Sell out process & walk procedures o Handle guest mail, messages and safe deposit boxes o Hours of hotel services, room locations & amenities o How to handle minor maintenance issues as they arise o Chemical Training and Blood borne Pathogen Training · Clear communication between shifts and with fellow team members is a necessity for our fellow team members to be set up for success.
o Guest service issues or requests o Cleanliness o Maintenance o Special occasions · Participate in daily preshift · Keep a clean and organized work space · Attend work on time as scheduled and adhere to attendance policy.
*The responsibility to the hotel and yourself:* · Ensure the safety and security of our guest and team members at all times and report unsafe conditions and suspicious activity to hotel leadership · Always practice energy conservation · Forward lost and found inquiries to the Housekeeping Department · Follow proper key control procedures.
· Ensure security and confidentiality of all guest and hotel information and material.
· Utilize Service Recovery/Defect Tracking processes · Use personal protective equipment when necessary (gloves, goggles, etc.
) · Follow proper moving and lifting procedures identified in Departmental Orientation Handbook.
Regularly required to stand; sit; walk; reach; use hands to finger, handle or feel; talk and hear.
· Lift, carry or otherwise move up to 15 lbs.
regularly.
· Lift, carry or otherwise move up to 50 lbs.
occasionally with assistance.
· Assist with Sales and Marketing Efforts as directed by management staff.
· Be willing to assist the Housekeeping Department as needed · Assist with setting up the breakfast area as needed, which includes the 24 hour coffee station.
· Wear uniform, including nametag at all times in accordance with the Standards of Appearance.
· Be able to work by yourself · Adhere to the work rules set forth in the team member handbook.
· Perform other duties as assigned.
*Job Evaluations will be based on:* * Guest services impact * Team unity, attitude & cooperation * Quality of Work and delivering results * Communication * Attendance & dependability * Judgment and problem solving skills * Work planning & taking initiative *The hotel work environment:* * The hotel business operates 24 / 7 / 365.
There is no guaranteed shift or schedules.
There may be times that you will need to move to different shifts or different work areas to accommodate our guests.
* This position description is not intended to create, nor is it to be construed, as a contract of employment or a promise of employment.
* I understand that my employment is an “at-will” relationship and may be terminated by either party at any time, with or without notice.
* This is the bare minimum list responsibilities and is not meant to be an all-inclusive list.
There will be other reasonable responsibilities that you will be assigned to do as requested by your department leader.
' ' Work Location: * One location Work Remotely * No Job Type: Part-time Pay: From $14.
00 per hour Expected hours: No more than 28 per week Benefits: * Employee discount Schedule: * 8 hour shift * Day shift * Evening shift * Holidays * Night shift * On call * Overnight shift * Weekends as needed Work setting: * In-person Experience: * Fosse: 1 year (Required) * Hotel: 1 year (Required) Work Location: In person