Guest Service Representative - Grad New Haven

Job Duties And Responsibilities

• Greets guests as they arrive, focusing on personal recognition in a warm and authentic manner.
• Reviews arrival list daily and assists in preparing, assembling and delivering welcome amenities.
• Escorts VIPs to room and checks them in prior to arrival.
• Answers the telephone within three rings with a smile and answers questions accordingly or transfers as needed.
• Responsible for issuing and counting the bank at the beginning and end of shift. Ensures all cash drops are done in accordance with proper cash handling procedures and reports all cash over/shorts to management.
• Maintains front desk area to be clean and organized.
• Maintains communication with guests through property management system SMS in accordance with brand standards.
• Ensures each shift begins by reviewing the resume binder, Front Office Announcements board, and passing on information to the associate who just concluded their shift.
• Maintains uniform cleanliness and readiness for each shift.
• Alerts management of low inventory items that need to be reordered (keys, key packets, grab & go items, office supplies).
• Maintains and restocks grab and go and guest amenities as needed.
• Assists with lobby activation as needed.
• Assists guests with concierge services and acts as a local insider when recommending restaurants, attractions, and activities.
• Offers luggage assistance and storage to guests.
• Ensures all scheduled shifts that are switched are approved by a manager in advance.
• Utilizes proper procedures when handling guest PPI data.
• Understands the key points to communicate for a Graduate Arrival experience.
• Fulfills guest requests through brand and property mandated channels (PMS, property management system, walkie talkies).
• Resolves guest complaints in a professional and efficient manner.
• Promotes Graduate Culture by exhibiting the 5 pillars of our mission.
• Participates actively in brand wide programs including but not limited to upsell, email capture.
• Assists management with on-the-job training of new associates.
• Retrieves necessary identification documents and form of payment upon guest arrival.
• Completes shift check list upon conclusion of every scheduled shift.
• Promotes and participates in brand wide initiatives.
• Adheres to the attendance policy and procedures.
• Other duties as assigned.

Education And Experience

• Prior Customer Service Experience
• High School Diploma/GED

Knowledge, Skills And Abilities

• Basic computer skills
• Effective verbal and written communication skills
• Excellent time management skills

Physical Demands

• Prolonged periods sitting or standing at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Compensation Range

$22.50