Sr. Guest Experience Maker - LQ

MINIMUM EDUCATION:

• High school diploma or equivalent required.
• Must be able to fluently speak, read, write and understand English.
• Must possess and maintain valid licenses and/or certifications which are job related and required by law.
• At locations which operate a hotel courtesy van/shuttle, must possess and maintain a valid, current, non-restricted driver's license if required to drive. Must also possess and maintain an acceptable driving history

MINIMUM EXPERIENCE:

• Previous hotel or customer service experience is required; prior supervisory experience preferred.

Physical Requirements

• Ability and willingness to work a variable schedule including morning, afternoon, evening, overnight shifts, weekends and holidays.
• Must be able to stand and walk for extended periods of time, often for a minimum of 2 hours at a time and possibly for the duration of the work shift.
• Must be able to intermittently bend, reach, kneel, twist and grip items while working.
• Must be able to maneuver through all areas of the front desk and office area.
• Must be able to lift up to 20 pounds and carry up to 10 pounds.
• Requires excellent hearing along with good near and distant vision.
• Must be able to view and access computer screens and keyboard functions.
• Must be able to type on a computer keyboard throughout the duration of the scheduled shift with the exception of scheduled breaks and/or lunch times.
• Must be able to verbally respond over the telephone, in a clear-speaking voice.
• Capable of working in a fast paced environment with stressful situations and adjusting to changing priorities.
• Must respond to multiple task interruptions, yet still provide service to individuals in a professional and courteous manner.
• May work alone or closely with others.

General Requirements

• Assist the General Manager with preparing Guest Experience Representative work schedules and ensuring staff adheres to schedules. Adjust schedules as needed to meet business needs.
• Perform assigned administrative duties such as daily reports, credit card reversals, bank deposits, accounts receivables, travel agent research, lost and found, rooming lists, office supply inventory, safety committee, etc.
• Train Guest Experience staff in technical duties, guest service skills and telephone sales skills.
• Advise and consult with General Manager in situations of poor employee performance and/or improper employee behavior that may require counseling and/or discipline.
• When applicable for a specific property, book group functions and meeting room space.
• May serve as Manager-on-Duty in the absence of the General Manager and Assistant General Manager
• Provide a friendly, welcoming experience by greeting guests as they enter the hotel.
• Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival.
• Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company's policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.
• Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information.
• Process all financial transactions with strict adherence to defined procedures.
• Operate the hotel key control system while strictly following all key safety & security procedures.
• Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.