Job Description

Schulte Hospitality Group is seeking a dynamic, service-oriented Guest Service Representative to join our team! 

Responsibilities

• 3pm-11pm
• Looking for someone with open availability- Weekends & Holidays Required
• Prior Hilton PEP Experience Preferred
• Greet and welcome all guests approaching the Front Desk in accordance with Hilton Brand standards.
• Maintain proper operation of the console and ensure that all hotel standards are met (if applicable).
• Answer guest inquires about hotel services, facilities and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office Guest Log.
• Answer inquires from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be aware of all rates, packages and special promotions
• Be familiar with all in-house groups.
• Be aware of closed out and restricted dates.
• Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
• Be familiar with hospitality terminology.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
• Balance and prepare individual paperwork for closing of shift according to hotel standards.
• Maintain and market promotions and guest programs.
• Maintain a clean and sanitized work area.

Qualifications

• Prior Hilton PEP experience required. 1 year preferred.
• Experience in a hotel or a related field preferred.
• High School diploma or equivalent required.
• Computer experience required.
• Weekends a must
• Customer Services experience preferred.
• Flexible and long hours sometimes required.
• Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
• Ability to stand during entire shift.
• Maintain a warm and friendly demeanor at all times.
• Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
• Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
• Must be able to multitask and prioritize departmental functions to meet deadlines.
• Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner.
• Attend all hotel required meetings and trainings.
• Maintain regular attendance in compliance with Schulte Hotel Standards, as required by scheduling, which will vary according to the needs of the hotel.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag.
• Comply with Hilton Hotel Standards and regulations to encourage safe and efficient hotel operations.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary.
• Must be able to understand and apply complex information, data, etc. from various sources to meet appropriate objectives.
• Must be able to cross-train in other hotel related areas.
• Must be able to maintain confidentiality of information.
• Must be able to show initiative, including anticipating guest or operational needs.
• Perform other duties as requested by management.
• Experience with Hilton ONQ preferred

• Job Type: FULL TIME
  Job Hours: 3pm-11pm

Schedule:

• 8 hour shift
• Weekends and Holidays Required

Experience:

• Hotel experience: 1 year (Preferred)
• Hilton PEP: 1 year (Preferred)

Work Location:

• 555 Corporate Dr
  Windsor, CT 06095

SHG is an organization whose success is rooted in its service culture. Our mission is to exude hospitality, be respectful and authentic, prioritize the needs of our internal and external stakeholders above our own, and continuously strive to make a positive impact in all we do. We are passionate hoteliers eager to add like-minded people to our rapidly growing team!

What's in it for you? When you join SHG you'll be part of a team committed to an inclusive, employee-focused workplace that is invested in your development. We want you to feel engaged, empowered, and excited to grow with us. After all, we believe our greatest and most valuable asset is our people! SHG provides a rewarding, fun and flexible work environment, exciting perks, an atmosphere designed to encourage and promote career growth within the company and a robust benefit package including, but not limited to:

Work Today, Get Paid today, with Daily Pay!

Free Telemedicine and Virtual Mental Health care access for All Associates starting day one!

Multiple Health Insurance and Life Insurance options

401k Plan + Company Match

Paid Parental Leave

Paid Time Off

Holiday Pay

Pet Insurance

Employee Assistance Program

Schulte Savings Marketplace Discounts on event tickets, electronics, gym memberships + more!

Our Company: Schulte Hospitality Group is a division of Schulte Companies, a leading third-party management company with deep, multi-generational experience in all facets of the hospitality industry. We are a diverse team of innovative hoteliers and restauranteurs operating more than 200 locations across 38 states and 3 countries. Our portfolio includes a wide array of reputable brands like Marriott, Hilton, IHG and Hyatt as well as many unique, independent, boutique and lifestyle properties and restaurants.

JOB DUTIES AND RESPONSIBILITIES

• Greets guests as they arrive, focus on personal recognition
• Reviews arrival lists daily and assists in preparing and assembling welcome amenities
• Escort VIPs to room and check them in prior to arrival 
• Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed 
• Responsible for issued bank. Count bank at beginning and end of shift. Ensure that all cash drops are done in accordance to with proper cash handling procedures and report all cash over/ shorts to management. 
• Keep front desk area clean and organized. 
• Assisting with lobby activation as needed. 
• Utilize proper procedures when handling guest PPI data.  
• Follow checklist when going through check in or check out with guest Always retrieve necessary identification documents and form of payment upon arrival. 
• Attends promptly to guest needs and inquiries 
• Perform various other duties as assigned  
• Perform various other duties as assigned to meet business objectives

EDUCATION AND EXPERIENCE

• Minimum of one (1) year in Front Desk Operations 
• In-depth knowledge of hotel Front Desk operations 
• Minimum of High School education 

KNOWLEDGE, SKILLS AND ABILITIES

• Basic computer skills 
• Ability to communicate effectively verbally and in writing 
• Ability to exceed expectations of guests and team members 
• Excellent time management skills 

The hiring process may consist of a phone interview, manager(s) interview, drug screen, background check, reference checks, and potential employment assessment. This job description is only intended to provide a general description of the benefits and compensation applicable to this position. Paid Time Off (PTO) is available for eligible associates in accordance with the Company's Paid Time Off policy. Specific compensation and benefit details will be discussed during the interview process.

*Schulte Hospitality Group is an Equal Opportunity Employer.