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Guest Service Representative

Company: ZEALANDIA HOLDING COMPANY
Location: Ocean City
Posted on: May 3, 2021

Job Description:

Job DetailsLevelEntryJob LocationCoconut Malorie Resort - Ocean City, MDPosition TypeFull TimeEducation LevelNoneTravel PercentageNoneJob ShiftAnyJob CategoryHospitality - HotelDescriptionLaTour Hotels and Resorts is now hiring for full-time Guest Services/Front Desk Representatives at our Coconut Malorie Resort in Ocean City, MD! LHR offers an excellent benefits plan including medical, dental, vision, ancillary benefits, 401(k), travel perks, and more! LHR contributes to an ESOP and is an EOE! Hours of work are from 3:00pm to 11:00pm.POSITION SUMMARYThe Guest Service Representative (GSR) establishes a positive rapport with guests and provides excellent guest services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately. ESSENTIAL FUNCTIONS The GSR:Greets guests warmly and efficiently facilitates their check-in and check-out process.Ensures that welcome and departure calls are being placed in accordance with company standards.Anticipates guests' needs and resolves their questions/problems or refers them to the appropriate person for resolution.Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.Maintains a neat, clean, and organized environment. OTHER FUNCTIONS The GSR may also:Perform concierge duties.Assist with bellman duties as needed.QualificationsPOSITION QUALIFICATIONS/REQUIREMENTS Education/CredentialsThis position requires a high school diploma or GED.ExperienceCustomer Service experience is preferred, but not required.LHR's Core CompetenciesAccountability: Ability to accept responsibility and account for his/her actions.Adaptability: Ability to adapt to change in the workplace.Customer oriented: Ability to take care of the customers' needs while following company procedures.Enthusiastic: Ability to bring energy to the performance of a task.Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards.Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace.Interpersonal: Ability to get along well with a variety of personalities and individuals.Responsible: Ability to be held accountable or answerable for one's conduct.Safety awareness: Ability to identify and correct conditions that affect employee safety.Tolerance: Ability to work successfully with a variety of people without making judgments. Knowledge & Skills Accuracy: Ability to perform all duties accurately and thoroughly.Oral Communication: Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests.Detail Oriented: Ability to pay attention to the minute details of every task.Organization: Posses the trait of being organized and methodically performs each task.Friendliness: Ability to exhibit an enthusiastic demeanor towards all guests.Other RequirementsBilingual/Spanish Speaking Preferred PHYSICAL REQUIREMENTSNext to each activity insert N, O, F, or C based on the job requirements.N (Not Applicable) Activity is not applicable to this occupation.O (Occasionally) Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs./day)F (Frequently) Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)C (Constantly) Occupation requires this activity more than 66% of the time (5.5+ hrs./day)Physical DemandsLift/CarryStandCWalkCSitOHandling / FingeringCReach OutwardCReach Above ShoulderOClimbOCrawlOSquat or KneelOBendC10 lbs. or lessO11-20 lbs.O21-50 lbs.O51-100 lbs.NOver 100 lbs.NPush/Pull12 lbs. or lessO13-25 lbs.O26-40 lbs.O41-100 lbs.NWORK ENVIRONMENTThe GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.

Keywords: ZEALANDIA HOLDING COMPANY, Hampton , Guest Service Representative, Other , Ocean City, Virginia

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