Guest Services Associate
The Oxford Hotel
As the leading hospitality management company, our success is defined by providing the ultimate experience to every customer, investor, partner and associate.
We are passionate about making every experience with Sage Hospitality unique, positive, successful and inspiring. We are dedicated to making a difference in the lives of our guests, associates, investors and the communities where we live and work.
We are a hotel management company with the right systems in place, incredible offerings in premiere locations, and a team of smart, creative and visionary people at all levels. Our over 25 years of experience tells us that these are precisely the right ingredients to make your experience with Sage sensational.
People Focused –
We nurture and empower our people to provide seamless execution and extraordinary results
We capture the unique potential in each property to provide exceptional experiences for our guests and superior operating profit for our owners
Corporate Citizens –
We are a good neighbor, environmental steward and corporate citizen in the communities where we live and operate
Performance Driven –
We create and utilize proven, proprietary operations management systems and strategies that drive revenue, increase efficiencies, reduce costs, maximize profitability
Here at Sage Hospitality our concern is for the comfort of our guests and the way in which we treat our environment. Our Green Effort involves reducing our carbon footprint at every one of our hotel locations by asking our guests to leave our convenient door-hangers out to help us conserve energy.
By placing the hanger on your door, you will be declining guest room cleaning for the day. This will help reduce the hotels’ energy and water usage.
Guest Services Associate
Responds in a professional and courteous manner to arriving, departing and in-house guests by providing accurate and timely information and services. Responds to telephone and in-person inquiries regarding reservations, hotel information and guest concerns.
SERVICE CULTURE FOCUS
To support Sage’s Vision of being recognized by our customers as the best in our business through ensuring a culture that “makes the ordinary extraordinary!” You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.
? Greets and completes established check-in procedures for arriving guests on a daily basis, using both manual and computerized methods, in order to ensure guest are satisfied and in rooms as requested.
? Facilitates guest departure (check-out) on a daily basis by following established manual and computer procedures in order to close guest accounts and open the room for the next sell.
? Regularly calculates and/or posts monies, receipts, guest accounts and other forms of credit using accurate, proper cash handling methods and established procedures in order to present the customer with timely and precise hotel charges upon check-out and maintain accurate hotel records.
? Courteously answers inquiries and accepts reservations, both in person and by telephone, by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
? Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
? Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
? Controls cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
? Maintains a friendly, cheerful and courteous demeanor at all times.
? Performs other duties as assigned, requested or deemed necessary by management
? Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
? Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.
? Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.
? Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.
We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and criminal background checks.
ENERGY AND DRIVE
Energetic and takes initiative, persistent in pursuing and completing tasks, strives to exceed expectations
STRATEGIC SKILLSProficient in required job skills and knowledge. Intelligent in grasping and integrating new information. Active learner with strong curiosity. Natural instincts and insight for finding the best solution to unclear issues and problems. Considers multiples resources and methods for analyzing problems. Makes great decisions
PERSONAL AND INTERPERSONAL SKILLS
Welcoming and warm personality, engages easily, actively connects with others, genuinely caring and compassionate, visibly demonstrates desire to understand others, creates confidence and trust with others, socially aware of self and others, is known for communicating the right message at the right time, utilizes a variety of approaches and communication techniques tailored to each situation, facilitates consensus in groups, comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience, Positively accepts and provides feedback.
Is effective in prioritizing work, consistently budgets time and processes to create maximum efficiency with minimum disruption or redundancy, is time sensitive, understands how work and processes fit in with other departmental or organizations priorities or objectives, is able to adjust work to accommodate expected and unexpected changes. Is able to gauge progress with respect to overall impact and results
Can think and act independently with confidence. Has personal fortitude and integrity when faced with challenges.
Must have high school graduate level mathematical aptitude, know standard cash handling procedures and knowledge of computerized cash register systems.
Must have past experience in dealing directly with the public and acquired general knowledge of basic customer service skills. Must be fluent in oral and written English.
Must have vision ability to read written communiques and monochrome computer screen.
Must have hand and finger dexterity to operate computer, calculator and telephone keyboards, for cash handling and paperwork processing.
Must be able to understand and follow verbal/written instructions, work on more than one task at a time, and be able to communicate both verbally and in writing.
Must be able to use tact and understanding when dealing with a variety of customer service problems, including stressful and highly emotional situations.
Must be highly organized and able to pay attention to minute written and verbal details, particularly when performing multiple tasks.
90% of shift is standing, Bending/kneeling - repeated bending and kneeling required while filing, Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.
High School diploma or equivalent
Standard office equipment including but not limited to: telephone, copier, cash register, PC, fax machine, and PBX machine.
Prolonged standing at indoor, thermostatically climate-controlled work station under florescent lighting. Work inside 95%
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