About this role
LaTour Hotels and Resorts, Inc., is now hiring for a Guest Service Representative at our Tamarack/Mirror Lake Resort in Wisconsin Dells, WI! LHR offers an excellent benefits plan for all qualifying employees including medical, dental, vision, company paid life insurance and short-term disability, ancillary benefits, 401(k), travel perks, and more! LHR contributes to an ESOP and is an EOE!
POSITION SUMMARY
The 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.
Qualifications
POSITION QUALIFICATIONS/REQUIREMENTS
Education/Credentials
- This position requires a high school diploma or GED.
Experience
- Customer Service experience is preferred, but not required.
LHR’s Core Competencies
- Accountability: 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 Requirements
- Bilingual/Spanish Speaking Preferred
PHYSICAL REQUIREMENTS
Next 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 Demands
Lift/Carry
Stand
C
Walk
C
Sit
O
Handling / Fingering
C
Reach Outward
C
Reach Above Shoulder
O
Climb
O
Crawl
O
Squat or Kneel
O
Bend
C
10 lbs. or less
O
11-20 lbs.
O
21-50 lbs.
O
51-100 lbs.
N
Over 100 lbs.
N
Push/Pull
12 lbs. or less
O
13-25 lbs.
O
26-40 lbs.
O
41-100 lbs.
N
WORK ENVIRONMENT
The GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.