Job Description

Guest Experience Assistant

The Guest Experience Assistant is responsible for providing quality guest services that include reservation management, guest check-in/check-out, front of house dining service and overall retreat operations.

The essential hospitality standards must be used at all times: eye contact, smile, speak first, engage in polite conversation, use the guest name.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Review arrivals noting special requests, prepare amenity request forms, apply charges to reservations as needed and blocking rooms as needed.
• Check in and out retreat guests in a confident, professional and friendly manner.
• Answer all phone calls promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items on the appropriate checklist by end of shift.
• Conduct pre-assignment of retreat rooms, which includes VIPS, repeat guests, all packages, and any special requests.
• Follow established key control policies.
• Ensure proper credit and cash handling policies are followed.
• Submit all lost & found articles accompanied by a completed lost & found report.
• Knowledgeable of immediate area, services, attractions, and events.
• Knowledgeable of fire and emergency procedures.
• Open, secure, and balance out daily shift banks which involves counting and verifying cash, check, and credit card transactions occurring while on duty.
• Monitor room availability throughout the day. Coordinate effectively with partners in Housekeeping.
• Effective verbal and written communication through the provided platforms with departments, such as Sales and Housekeeping, is essential to ensuring that retreat services are coordinated and strong guest satisfaction is delivered.
• Attend department and all-staff meetings, as requested.
• Support dining service by clearing and bussing tables and keeping front-of-house areas, including the beverage stations and bar, clean and tidy.
• Perform bartending services, as needed (training will be provided).
• Performs all other duties as directed by immediate supervisor.
• Other Department related duties , if necessary.

SUPERVISORY RESPONSIBILITIES:

None.

QUALIFICATION REQUIREMENTS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

High school diploma or general education degree (GED); or six months to one year related experience and/or training; or equivalent combination of education and experience.

LANGUAGE SKILLS

• Ability to read, analyze, and interpret information.
• Ability to write and read reports.
• Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is regularly required to stand, walk, and talk, or hear. The employee frequently is required to use hands to finger, handle, or feel objects, tools, or controls. The employee is occasionally required to stand, walk, and reach with hands and arms.
• The employee must occasionally lift and/or move up to 40 pounds. Specific vision abilities required by this job include the ability to adjust focus.

WORK ENVIRONMENT:

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.