Guest Services Rep (Valet & Front Desk) | Grand Stark Hotel

Perks

The eligibility of perks is dependent upon job status.
Wage Range: $19.00/hr
Get Paid Daily (Make any day payday)
Paid Time off & Holiday Pay (Because Balance Matters)
Benefits - Medical, Dental, Vision, Disability, 401K
HSA/FSA Plans - with employer contribution
Values Based Culture (#OMGLIFE)
Culture Add (Creating Space for Fresh Perspectives)
Referral Bonus (Get Paid to Recruit)
Discounted Lodging, Dining, Spa, Golf, and Retail (Yes, Discounted Travel!)
Employee Assistance Program (“Columbia Cares”) Volunteer Opportunities
Committee Participation Opportunities (Fun, Philanthropic, Diversity/Equity/Inclusion)
Task Force Work Opportunities (Grow your career in idyllic locations across the globe)
Online Learning Platform to Help You Grow!
Third Party Perks (Including discounts on Pet Insurance, Rental Cars, Movie and Concert Tickets, Theme Park and Attractions & so much more)

Our Commitment

“People never forget how you made them feel.” Maya Angelou’s famous statement serves as a rallying cry throughout Columbia Hospitality and fuels our collective drive - and success. Our people are our purpose, and our brand is our people. We seek extraordinary individuals who drive our brand promise of Creating Exceptional Experiences. We are a people-first organization, ignited from the inside to succeed on the outside. We are a tight-knit, inclusive, values-driven team and we trust one another to have each other’s backs. We show up every day with open hearts, an inclusive mindset, and a genuine respect for those around us. We have fun, grow together, and strive to leave a positive lasting impression on everyone we meet.

Position Summary

Master multitasker. Memory Maker. No two days are the same: delight, problem solve, and make the day for our incredible guests. You thrive in a fast-paced and dynamic environment and will be responsible for efficiently handling valet parking, keys, guest issue resolution and special requests. Support the Front Office team with financial and service-related tasks to create unique and meaningful experiences for guests who can’t wait to return. The ideal candidate is friendly, professional, and able to handle multiple tasks in a fast-paced environment.

Essential Duties & Responsibilities

• Greet and welcome guests in a warm, professional and courteous manner.
• Valet park and/or retrieve vehicles to and from hotel into designated parking lot in a safe manner.
• Perform guest check in and check out procedures accurately and efficiently, according to procedures and service standards.
• Aid Front Desk staff with phone calls, amenity and concierge requests.
• Maintain proficiency with the property management system (PMS) to manage reservations, room assignments, and guest accounts accurately.
• Establish appropriate credit for guests at check-in, issues room keys, and provides information about hotel services, amenities, and local attractions.
• Manage and resolve guest issues effectively, keeping in mind both guest’s needs and business objectives, with a focus on service recovery.
• Use discretion and professionalism in resolving guest conflicts and good judgement to consult with management if assistance or follow up is needed.
• Conduct adequate follow up with both guest and fellow team members.
• Delivers suitcases, packages and documents as requested.
• Greets guests at front door or car upon arrival.
• Escorts incoming and outgoing hotel guests to and from rooms, assists with luggage, and offers information pertaining to available services and facilities of hotel, points of interest, and entertainment attractions.
• Maintains the image of the hotel by appearing extremely presentable, well-groomed and in pressed uniform.
• Maintains safety and security of guests and team members at all times, and in all weather conditions in regard to the valet parking areas.
• Follows all company policies, procedures, safety, and security standards.
• Performs other related duties and special projects as assigned by management to support departmental and organizational goals.

Minimum Qualifications

• Valid driver’s license and acceptable driving record with annual MVR report review required.
• Previous hospitality or customer service experience strongly preferred.
• Previous experience in cash handling and computerized Point of Sale systems preferred.
• Strong written and verbal communication skills (in English) required.
• Proficient in basic computer applications.
• Prior experience with a property management system (PMS) strongly preferred.
• Excellent interpersonal and problem-solving abilities; able to manage guest issues with professionalism and empathy.
• Ability to remain calm, organized and courteous in high pressure situations.
• Ability to drive a manual transmission, parallel park, other technical driving skills.
• Flexibility to work various shifts, including evenings, weekends and holidays.

Scheduled Shifts

Scheduled shifts would be morning (7am – 3pm) and evening (3pm – 11pm)

Work Environment & Physical Requirements

• Ability to stand and walk for extended periods, often the majority of a shift.
• Frequent use of hands and arms for handling, reaching, typing and operation office or front desk equipment.
• Must be able to hear and speak clearly to communicate effectively in person, over the phone and radio systems.
• Occasional bending, stooping, or lifting up to 50 pounds (such as office, luggage or packages).
• Ability to read, write and visually inspect information on a computer screen or documents.