VIAD

  • GUEST SERVICES ASSOCIATE - NIGHT

    Location : Location
    US-MT-Glacier National Park
    Job ID
    2018-11459
  • Overview

    The Night Guest Services Associate is responsible for working the overnight shift at the front desk, as well as providing an exceptional level of guest services to all patrons. The NGSA checks guests in/out of hotel/motel in a courteous, enthusiastic and efficient manner. Handles money, guest inquiries/complaints, telephones, and computerized (PMS) registration system, all with attention to detail while providing friendly, efficient and professional services. 

    Responsibilities

    • Arrives to work on time and in proper uniform.
    • Greets guests in courteous and welcoming manner.
    • Registers and assigns rooms to guests. Issues room keys and provides escort instructions to bell staff.   
    • Communication with night time security, report any guest issues.
    • Communication with Accounting Night Auditor, log out of system when needed for EOD procedures.
    • Print next day reports for, arrivals, departures, in-house, vacant rooms, and trace reports.
    • Pre-assign Group rooms and any special requests for next day arrivals.
    • Prepares Group Key packets, with last name, room numbers, and meal vouchers for Master Group Tour arrival.
    • Check all room charge tickets are filed behind the correct day of the wekk.
    • Make sure all wake up calls are logged into the phone system for next morning.
    • May operate the hotel PBX switchboard for incoming & outgoing calls. Turns on in-house guest phones, and off upon departure.
    • Completes all other tasks as assigned by Guest Service Manager.
    • Guest Service 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 Guest Services Manager daily.
    • Prepares statements, folios, and key envelopes for following day.
    • Cleans lobby and front desk area as needed or requested.
    • Adheres to all Company policies and regulations.

    Qualifications

    Ideal Experience 

    • Hospitality degree, education or equivalent in work experience required.
    • 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.

     

    Critical Competencies

    • Must communicate clearly, both verbally and in writing, with a solid attention to detail.
    • Must bring a keen eye for detail, organization, safety and cleanliness to improve GPC operations
    • Must bring a positive, helpful, team-oriented, “we can do this together” attitude to all aspects of the job that inspires others
    • Must exhibit a real curiosity about the business for GPC and for Pursuit overall
    • Must ask good questions and drill down into details to improve the business
    • Must process information quickly and take initiative to recommend solutions to challenges
    • Must stay cool under pressure by being resilient, adaptable and flexible

    To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions. The successful candidate must be willing to relocate to Montana and must be eligible to work in the United States. 

    Work Environment

    • Front Desk area of hotel in a National Park setting.
    • Overnight and autonomous.
    • 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. Elevators are not present.
    • Non-smoking environment.

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