Guest Services Associate

Black Point Inn is seeking a Guest Services Associate to help us work through our 2024 season

The Front Desk is the hub of Black Point Inn, your days will be action packed and filled with a variety of challenging and rewarding experiences. GSA's are responsible for selling rooms and making reservations, providing concierge services, and operating the front desk. Our Guest Service Manager works along side our Guest Services Associates; there are times when the Guest Service Team will self-supervise and coordinate closely with the bell staff. Guest Service Associates that work our closing shift, will have the opportunity to run the show for a couple hours each night, which is great experience for those interested in rounding out some of their supervising skills.

Location: Black Point Inn, Scarborough, ME

Hours: Full Time (40 hours/week) (shifts are 7am to 3 pm and 2pm to 10pm)
Compensation: $18 - $22 per hour, depending on experience and flexibility of schedule
Seasonal Position: May through October
Start date: Early May
Benefits: Discounted stays and food & beverage at affiliated properties
Experience: Previous hospitality or customer service experience preferred

SUMMARY OF ESSENTIAL JOB FUNCTIONS:

• Maintain a neat and professional appearance in accordance with property standards.

• Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.

• Register and orient arriving guests according to property standards.

• Be knowledgeable about the property, its programs, amenities and experiences.

• Have a working knowledge of properties phone and other communication systems. Answer telephone calls with a pleasant demeanor according to property etiquette, listening carefully to caller's requests, and clearly taking, dating, distributing or filing notes as needed.

• Be knowledgeable of your role in the properties reservations process.

• Serve as concierge, sharing knowledge of the area surrounding your property suggesting activities and recreation, dining options, and assisting with ground transportation and local driving directions.

• Continually build rapport with property guests. Engage guests in conversation at the desk and when you encounter them around the property. Actively listen to and respond positively to guest questions, concerns, and requests. Anticipate guest service needs. Proactively approach guests needing service or assistance.

• Manage and resolve all guest complaints (and compliments) in a professional and courteous manner, maintaining composure under pressure, allowing guests to speak first and then providing solutions to their issues or concerns. Follow through to ensure guest satisfaction with the resolution. Know who to call upon if you cannot solve a guest's problem.

• Work with colleagues to ensure that guest's needs are continually met. Maintain an efficient and effective flow of information with guests and all internal departments. Record any special guest needs reported, making notes for future visits according to property specifications.

• Maintain accurate guest accounts and folios, house banks, deposits, petty cash and cash drawers according to property specifications. Understand cash reporting requirements.

• Be fully knowledgeable about how to post to and maintain guest folios according to property specifications. Must have computer skills sufficient to meet property system needs which may include Microsoft Word, Excel, database operations, point of sale and property management systems.

• Process guest check-outs and collect and process payments with efficiency. Be able to explain everything on a guest folio and be able to make corrections as needed.

• Thank guests with genuine appreciation and bid them a fond farewell at departure.

• Be responsible for security of any room or supply closet keys, as well as for respecting the confidential nature of some front desk correspondence, transactions, and activities.

• Be knowledgeable of property specific safety and security procedures.

• Deliver messages, faxes, packages to guests in a timely manner.

• Perform light housekeeping duties to ensure that the appearance of front desk and lobby areas is according to property specifications.

• Label all lost and found items according to property procedures.

• Know who to notify in case of broken equipment or unsafe/unsanitary conditions.

• Manually handle/lift/carry product up to 50 pounds between knee and shoulders.

• Must have bilateral fine manipulation of both hands which may be repetitive for entire shift.

• May be vertically mobile for entire shift.

• Protect the assets of this property and Migis Hotel Group.