HOTEL GUEST SERVICES (FRONT DESK) – HOPE LAKE LODGE

Job Title:                Guest Services Representative
Reports To:            Front Desk Manager
FLSA Status:          Non-Exempt
Salary:                    $16.00 hourly

SUMMARY:
This position is responsible for providing exceptional customer service to all guests. Duties include managing reservations, checking guests in and out, providing information about the hotel and the surrounding area, and addressing guest inquiries and issues.  A flexible schedule to include weekends and holidays is required.  Must be at least 18 years of age and have weekend availability.

DUTIES AND RESPONSIBILITIES:
(Other duties may be assigned)

1. Guest Services:
   • Greet all guests with a warm and friendly demeanor.
   • Handle the check-in and check- out process efficiently, ensuring accurate entry of guest information.
   • Provide information about hotel amenities, room features and local attractions.
   • Respond to guest inquiries and resolve issues in a timely and professional manner.
2. Reservations:
   • Upgrade rooms to maximize revenue
   • Process cancellations and modifications according to hotel policies.
   • Make 40% comeback reservations for departing guests.
   • Confirm reservations and ensure that special requests are fulfilled.
3. Administrative Duties:
   • Maintain accurate records of guest accounts and transactions.Process payments and ensure the security of guest information.Perform end-of-shift reporting.
   • Coordinate with housekeeping and maintenance staff to ensure rooms are ready for guests.
4. Communication:
   • Answer incoming phone calls and direct them to the appropriate departments.
   • Communicate effectively with other hotel departments to ensure a seamless guest experience.
   • Handle guest complaints or issues with professionalism and escalate to management if necessary.
5. Other Duties:
   • Assist with luggage storage and retrieval when necessary.Ensure the front desk area is clean and well organized.Stay informed about hotel policies, promotions and events.
   • Perform additional duties as assigned by management.

QUALIFICATIONS:

Education/Experience:

• High school diploma or equivalent. A degree in hospitality or a related field is a plus.
• Previous experience in a customer service role, preferably in the hospitality industry.

Language Ability:

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.  Ability to speak effectively before groups of guests or employees of organization and guest’s one on one to resolve problems.

Math Ability:

• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.  Ability to perform cash handling skills.

Reasoning Ability:

• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.  Ability to multitask and change priorities as situations occur. Ability to adapt to unforeseen situations.

Skills:

• Strong communication and interpersonal skills.
  • Ability to multitask and work under pressure.
  • Proficiency in computer systems, including reservation software.
  • Problem-solving skills and the ability to think on your feet.
  • Attention to detail and a commitment to providing high-quality service.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

Physical Demands:

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 enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand, use hands, and talk or hear. The employee is frequently required to walk. The employee is occasionally required to sit; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 50 pounds and push and pull up to 30 pounds.rm the essential functions.

1. Must be 18 years of age
2. Must have weekend availability
3. Excellent customer service skills
4. Efficient, well organized, and able to handle a variety of duties simultaneously
5. Energetic, enthusiastic and motivational
6. Ability to explain various resort options to guest.
7. Professional manner, discretion, and appearance
8. Excellent verbal and written skills
9. Able to show initiative and make decisions
10. Proficient in appropriate computer skills and office equipment.
11. The employee is regularly required to use hands to finger, handle, feel or operate objects, tools, or controls and reach with hands and arms
12. Ability to lift 50 lbs. occasionally
13. Willingness to work a varied work schedule including mornings, nights, weekends, and holidays

Benefits:

1. Employee winter season pass for $15. Includes winter ski & snowboard access. Includes complimentary ski/snowboard rentals along with discounted learn to ski lessons.
2. Additional discounts on lodging, food, gear, waterpark, and Adventure Center.
3. Excellent training and professional development.
4. Health Insurance; Medical Insurance, Dental Insurance, and Vision Insurance plans (All full-time staff-1st of the month after 30 days of employment).
5. For all seasonal, full-time and part-time staff GPMR offers tele-health benefits for a nominal fee.

Greek Peak Mountain Resort, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.