Guest Services Associate

**CORE WORK ACTIVITIES**

**Safety and Security**
- Report related accidents, or other injuries immediately upon occurrence to manager/supervisor.
- Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment.
- Maintain awareness of undesirable persons on property premises.
- Follow property-specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
- Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

**Policies and Procedures**
- Protect the privacy and security of guests and coworkers.
- Maintain confidentiality of proprietary materials and information.
- Follow company and department policies and procedures.
- Ensure uniform, nametags, and personal appearance are clean, hygienic, professional, and in compliance with company policies and procedures.
- Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.
- Perform other reasonable job duties as requested by Supervisors.

**Guest Relations**
- Contact appropriate individuals or departments (e.g., Concierge, Front Desk, Housekeeping, Engineering, Security/Loss Prevention) as necessary to resolve guest calls, requests, or problems.
- Provide assistance with concierge operations as required.
- Assist management with ensuring a clean, well-stocked, and organized work area including concierge, hospitality desk, resort activities desk, information desk, resort activities office, and front office storeroom.
- Welcome and acknowledge every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property-specific processes (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
- Anticipate guests' service needs, including asking questions of guests to better understand their needs watching/listening to guest preferences, and acting on them whenever possible.
- Address guests' service needs in a professional, positive, and timely manner.
- Thank guests with genuine appreciation and provide a fond farewell.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to Braille or TDD phones).
- Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
- Assist other employees and other departments, if necessary, to ensure proper coverage and prompt guest service.

**Communication**
- Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
- Speak to guests and co-workers using clear, appropriate, and professional language.
- Discuss work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
- Help coworkers, ensuring they understand their tasks.
- Talk with and listen to other employees to effectively exchange information.

**Working with Others**
- Support all co-workers and treat them with dignity and respect.
- Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Partner with and assist others to promote an environment of teamwork and achieve common goals.
- Actively listen to and consider the concerns of other employees, responding appropriately and effectively.

**Quality Assurance/Quality Improvement**
- Comply with quality assurance expectations and standards.

**Physical Tasks**
- Stand, sit, or walk for an extended period or for an entire work shift.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

**Check-in/Check-out**
- Activate room keys using an electronic key machine (e.g., Saflok) and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using the electronic key machine.
- Ensure rates match market codes and that any exceptions are documented and include an explanation.
- Secure a valid form of payment (e.g., credit card, cash) prior to issuing the room key.
- Process all guest check-ins by confirming reservations in a computer system (e.g., Fidelio, PMS, FOSSE, OPERA), verifying guest identity, requesting forms of payment,