VIAD

  • GUEST SERVICES ASSOCIATE (GROUSE)

    Posted Date 2 months ago(03/28/2018 5:58 PM)
    Job ID
    2018-10637
    # Positions
    0
    Location
    Montana
  • Overview

    Checks guests in or out of hotel/motel in a courteous, enthusiastic and efficient manner. Handles money, guest inquiries/complaints, telephones, and computerized (SMS) registration system, all with attention to detail while providing friendly, efficient and professional services. Front Desk Associates will be required to work the overnight shift on a rotating basis, and assist with other duties as requested.  

    Responsibilities

    1. Arrives to work on time and in proper uniform. 
    2. Greets guests in courteous and welcoming manner. 
    3. Registers and assigns rooms to guests. Issues room keys and provides escort instructions to bellstaff. 
    4. Continually communicates with housekeeping to update the status of room readiness, arrivals and departures. 
    5. Offers information pertaining to available services, points of interest and entertainment attractions, including; information on guest shuttles/transportation services, and outside activities such as rafting, tours or guided hikes, etc. May arrange for other special guest services on request. 
    6. May make and confirm reservations for other GPI locations according to procedure. 
    7. Presents statements to departing guests and receives payment, counts money to verify amounts, records monetary transactions, and issues receipts for funds received.  Issues change when necessary. 
    8. Communicates with the Front Office Manager to coordinate shuttles leaving or arriving at each location. 
    9. Handles all phases of guest/tour arrivals to provide a smooth and orderly flow. May include meeting group tour escorts, tour check-in, collecting money and fees, and preparing coupons.  
    10. Prepares folios for each guest account.  Records advance deposits, credit transfers, cash and check payments and tour tickets.  Records dining room, bar, and gratuity charges.  Keeps ledger on all cash transactions. 
    11. Notifies Front Office Manager of all guest complaints and brings requests for refunds to Managers attention. 
    12. Receives and transmits messages and guest mail. Date-stamps, sorts and tracks incoming mail and messages. 
    13. Receives and coordinates wake-up calls.  
    14. May handle lost and found items, tagging them with the date and place found, following proper procedures for forwarding to the Housekeeping Department. 
    15. Reconciles all transactions in order to verify daily drop amounts. 
    16. May operate the hotel switchboard. Job functions include the following tasks: Operates Merlyn or PBX switchboard to relay incoming, outgoing, interoffice and long distance calls.  May supply information to callers and record messages. Keeps record of long distance calls placed, toll charges and posts to guest folio.  
    17. Adheres to all Company policies and regulations. 
    18. Completes all other tasks as assigned by Front Office Manager.  Assists in other departments or with other job duties as requested or necessary. 
    19. Front Desk Associates may be required to work the overnight (night-audit) shift on a rotating basis. Functions will also include the following
    • Prepares express checkout folios for delivery and coordinates delivery with security.
    • Provides key inventory to Front Office Manager daily.
    • Prepares statements, folios, and key envelopes for following day.
    • Cleans lobby and front desk area as needed or requested.

    Qualifications

    • Previous guest service and cash handling experience required.
    • Previous front desk experience helpful.
    • Ability to learn, retain and communicate knowledge of Glacier National Park and all of its facilities and activities so that information passed to guests is informative and accurate.
    • Knowledge of common office machines, i.e., computers, calculators, cash registers, multi-line phone systems, etc. preferred.
    • Must be friendly, outgoing, enthusiastic and courteous in dealing with guests and co-workers.
    • Must be able to handle guest concerns in a tactful and caring manner. 
    • Must be team-oriented, positive and upbeat.
    • Must possess neat and pleasant grooming habits.
    • Must have good organizational skills.
    • Must possess excellent communication skills, be able to speak, read, write and understand English.
    • Must be able to work varied shifts, including; overnights, weekends and holidays.

    Work Environment

    • Job requires constant standing and frequent walking.
    • Job may require assisting with luggage and lifting in excess of 25 lbs.
    • Job may require the use of stairs, while assisting guests with luggage and requests.
    • Non-smoking environment. 

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