Guest Services Representative

Overview

The Overnight Guest Services Representative will engage with the guest in a variety of job functions.  This position represents the hotel and will often be the first and last impression the guest has of the hotel.  All Guest Service Representatives are empowered to make decisions that enhance the guest experience and create a positive impression of The Seaport Hotel.  To succeed, GSR’s must anticipate guest needs and deliver service beyond what our guests expect.  The Overnight GSR has a priority responsibility of auditing the guest rooms and billing as well as setting up for the next day.  This responsibility is an important contribution to the success of the company. The position reports directly to the Overnight Guest Services Manager. This position will involve a great deal of guest contact and a high level of attention to detail.  The overnight shift can often bring unexpected challenges so being able to adapt quickly is critical to being successful. 

Schedule Requirements

Schedules vary based on business needs; the operation is 24 hours a day, 7 days a week.  Most shifts will be on overnight shift starting at 11:00PM and ending at 7:30AM

Responsibilities

• Communicate with guests via email maintaining proper grammar and professionalism
• Handling cash, accurately accounting for an issued bank, recording deposits, processing credit card transactions
• Foreign currency exchange
• Process parking transactions using both cash and credit cards as needed
• Support all guest services areas (communication center, reception, concierge, bell and door, gift shop)
• Process requests for room reservations
• Facilitate rapid response calls and enter requests into the HotSOS system
• Handle VIP reservations and special requests
• Provide directional assistance to guests to locations in the hotel, Seaport World Trade Center as well as points of interest in the neighborhood and city.
• Support Overnight Manager, Assistant Overnight Manager and Bellmen as needed, including but not limited to luggage delivery, newspaper delivery, and other special projects as assigned
• Monitor the security of the Hotel lobby and entrance area and communicate with the Overnight Manager on Duty and Security as needed
• Maintain a clean work environment
• Assist Overnight Manager to train team members new to the Overnight on standard operating policies and procedures within the guest service areas
• Work closely with Housekeeping/Engineering/Reservations and F&B Departments
• Responsible for performing night audit procedures as outlined on night audit check list
• Coordinate daily events reporting as well as the Daily Communication Board using Delphi and Microsoft Excel
• Pass on all pertinent information to the following shift to ensure successful communication is maintained
• Completes any duties or projects assigned by the Overnight Manager or Director of Guest Services
• Responsible for practicing, managing, and promoting our Mission and Values so that it becomes an intricate part of the everyday operation
• Required Job Knowledge and Skills
• Effective verbal and written communication skills
• Exceptional customer interaction and service skills
• Strong computer application skills
• Ability to perform multiple tasks during high volume periods
• Strong problem solving and resolution skills.

Qualifications

• Effective verbal and written communication skills
• Exceptional customer service skills
• Strong computer skills
• Ability to perform multiple tasks during high volume periods
• Strong problem solving and guest resolution skills

Experience:

• Minimum of 1 year of Hospitality Service or related experience

Education:

• High School diploma, general education degree or international equivalent preferred.
• Bachelor’s degree preferred

Language Skills:

• Fluency of the English language is strongly preferred.
• Ability to understand and compose instructions, memos, and short correspondence.