Guest Experience Rep

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

POSITION SUMMARY:

The Guest Experience Representative is responsible for providing efficient and exceptional service 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 create 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:

  • 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.
  • Promote the La Quinta Returns loyalty program to any non-enrolled guests. Accurately process enrollments for guests joining the program and correctly deposit points into eligible Returns accounts.
  • Answer the hotel phone in a manner which provides a genuine Here For You experience to every caller. Listen, identify and resolve the caller’s need(s). Properly and efficiently transfer calls as necessary. Route calls to guest rooms according to the company’s policies which ensure sensitive guest information and privacy is maintained.
  • Provide a warm

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