Guest Service Ambassador

Position

Guest Service Ambassador

Department

Rooms (Front Desk)

Supervisor

Guest Service Manager, AGM

Job Titles Supervised

None

Date

April 5, 2018

FLSA: Hourly

(Non-Exempt)

Benefits

Eligible if Full Time

Overview

The Guest Service Ambassador creates a welcoming first impression by providing excellent customer service with a smile! They help guest to feel at home by using the guest name whenever possible, assisting with luggage, serving as a resource to local restaurants, businesses and attractions, and ensuring guest needs are met throughout their stay. They monitor the property to ensure activities at the hotel comply with Olympia's safety policies and procedures.

Additional Information

In order to apply for this position, you must be legally authorized to work in the United States. Upon hire you must complete the I-9 form no later than your first day of employment. A background check will be conducted as a condition of employment.

We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace and live the company values: Fun, Accountability, Concern for Others, Continuous Improvement, and Trust. Our values are at the center of everything we do. We use them as guides to make decisions and chart our course on a daily basis.

Essential Functions of the Job

• Regular attendance and reporting to work on time, ready to begin your shift is an essential function of employment (being tardy places an unfair burden on the team)
• Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs
• Communicating effectively, both verbally and in writing (i.e. use appropriate language, display proper tone, attitude and body language when communicating)
• Ability to understand and follow instructions as directed by supervisor/manager
• Working Safely is a condition of employment. All employees must follow the safety policies
• Performing the job duties as described. (Reasonable accommodations will be considered in accommodating eligible employees. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources)

Expectations of all Employees

• Be polite, courteous and helpful to all guests and coworkers, displaying a positive "can do" attitude while maintaining a high level of professionalism consistent with the company values
• Acknowledge our guests with a smile and friendly "hello." Promptly attend to guest needs
• Comply with all hotel policies and procedures, i.e. Employee Handbook, Conduct Policy, Safety Policy, etc.
• Comply with guest privacy standards
• Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor . (Fraud, Dishonesty and False Statements regarding an injury will result in disciplinary action up to and including termination)
• Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager
• Arrive to work on time (follow call-out policy), and in appropriate work attire, (uniform, foot wear and name tag) neat in appearance
• Complete work in a timely manner and meet productivity standards/expectations
• Keep work area clean, neat, and well organized
• Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside specific job duties)
• Seek approval from management prior to working overtime (i.e. punching in early or staying beyond scheduled shift)
• Perform additional duties as assigned

Job Duties and Responsibilities

• Serve as property concierge: Assist guest and patrons with information and directions to local venues, restaurant's etc. (Knowledgeable of restaurants and local attractions) and provide guests with suggestions and directions; book reservations at local restaurants; assist guest with additional needs and requests
• Assist guest with making alternate transportation reservations (i.e. calling/hailing a cab/taxi)
• Serve as guest ambassador by spending a majority of their shift interacting with guests
• Answer telephone calls, demonstrating excellent customer service and phone etiquette, take messages, answer questions, and assist in guest requests during busy periods or when Night Auditor is away from desk
• Know hotel layout, i.e. fire exits, storage, electrical room, etc.
• Make rounds by walking the property frequently, observe and appropriately handle all safety/security related matters; complete Incident Report noting specific details, witnesses - names/phone numbers, etc.. Check windows, doors, and be aware of unauthorized individuals in the area
• Contact Police / Fire Department when appropriate
• Identify, communicate and follow-up on maintenance issues
• Maintain radio contact with Front Desk (professional language and tone)
• Escort employees to their vehicles after hours, ensure vehicles are locked
• Sweep and keep car port area neat and clean, wipe finger prints off entrance doors and windows, empty trash as needed

Skills Required

Provide high level customer service, communicate effectively with guests and team members, follow instructions, ability to learn quickly, pay attention to detail, and maintain composure when working under pressure

Experience / Education

Experience in guest service and/or working with the public is required. CPR, First Aid training is helpful. High school diploma and/or equivalent work experience

Performance Measurement

90 Day performance review, ongoing feedback from supervisor, attendance, productivity, feedback from others, etc.

Physical Demands

This is a physically demanding job that requires extended periods of walking, standing, and lifting up to 50 pounds. Reasonable accommodations may be made to eligible employees to perform the essential functions. (See Physical Requirements section for detailed information)

Employee Acknowledgement

I have received a copy of this job description, have read and understand the expectations and responsibilities. I understand that if I need a reasonable accommodation to perform these job duties, I am to speak with my manager, GM, or Human Resources. I recognize that the company reserves the right to modify this job description based on business needs and that I may be asked to perform additional duties as assigned.

Manager Date Employee Signature Date

Physical Requirements of this position

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to eligible employees to perform the essential functions.

Physical Demands: Approximate requirements of time tasks are performed in carrying out job duties.

(To update boxes - place curser to the left of the box, double click, under "Default Value" click on not checked or unchecked to select the box.)

Sitting (Number of hours a worker must be sitting)

Tasks (not an exclusive list)

Not an essential function

1-3 hours/day

3-7 hours/day

7 or more hours/day

Standing (Number of hours standing)

Tasks (not an exclusive list)

Not an essential function

Majority of duties are performed while standing or walking

1-3 hours/day

3-7 hours/day

7 or more hours/day

Walking (Number of hours walking)

Tasks (not an exclusive list)

Not an essential function

Majority of duties are performed while standing or walking

1-3 hours/day

3-7 hours/day

7 or more hours/day

Bending

Tasks (not an exclusive list)

Not an essential function

Bending, i.e. picking up items off floor or assisting with luggage.

Infrequent Bending: 1-120 bends/day (15 bends/hour)

Moderate Bending: 121-480 bends/day (1 bend/minute)

Frequent Bending: 481 or greater bends/day (>1 bend/minute)

Squatting

Tasks (not an exclusive list)

Not an essential function

Some squatting when lifting luggage

Infrequent Squatting: 1-120 squats/day (15 squats/hour)

Moderate Squatting: 121-480 squats/day (1 squats/minute)

Frequent Squatting: 481 or greater squats/day (>1squat/minute)

Kneeling

Tasks (not an exclusive list)

Not an essential function

Infrequent Kneeling

Moderate Kneeling

Frequent Kneeling

Twisting

Tasks (not an exclusive list)

Not an essential function

Twisting - assisting with handling luggage

Infrequent: 1-120 twists/day

Moderate: 121-480 twists/day

Frequent: 481 or greater twists/day (>1 twist/minute)

Lifting Floor to Waist

Tasks (not an exclusive list)

Not an essential function

Infrequent: up to 50 lbs

Moderate: up to 50 lbs

Frequent: up to 50 lbs

Lifting to Waist to Shoulder

Tasks (not an exclusive list)

Not an essential function

Infrequent: up to 25 lbs

Moderate: up to 25 lbs

Frequent: up to 25 lbs

Lifting Overhead

Tasks (not an exclusive list)

Not an essential function

Infrequent: up to 25 lbs

Moderate: up to 25 lbs

Frequent: up to 25 lbs

Pushing / Pulling

Tasks (not an exclusive list)

Not an essential function

Push / pulling while assisting with luggage

1-3 hours/day

3-7 hours/day

7 or more hours/day

Wrist / Hand / Fingers Repetitive Movements

Tasks (not an exclusive list)

Not an essential function

Infrequent

Moderate

Frequent

Cardiovascular - Endurance

(Maximum Work-load Required Each Day)

Tasks (not an exclusive list)

Not an essential function

On feet and in motion for majority of shift