Sr. Guest Experience Rep

7 days left

Employer
La Quinta Inns & Suites
Location
Rosedale, MD
Posted
Feb 12, 2017
Closes
Jun 02, 2017
Function
Other
Industry
Retail
Hours
Full Time
Description

POSITION SUMMARY:

The Sr. Guest Experience Representative is responsible for supervising the operation of the hotel’s front desk and ensuring efficient and exceptional service is provided to a wide variety of individuals on a daily basis, including: guests, potential guests, vendor partners and La Quinta team members.

A key responsibility of this position is to lead the Front Desk team in creating Here For You experiences which leave our guests and potential guests feeling assured, settled in and optimistic about La Quinta. These experiences can be delivered through a variety of activities, including: welcoming our guests, extending recognition to loyal guests and military members, providing an accurate and efficient check in/check out process, promoting the La Quinta Returns program, assisting guests during their stay with questions or concerns and providing exceptional service to individuals contacting the hotel via phone. Individuals in this role must adhere to the company’s standards and procedures in order to deliver a consistent guest experience across the brand while complying with all safety, security and quality measures.

ESSENTIAL JOB FUNCTIONS:

  • 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.

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