Guest Services Ambassador (GSA 2 On Site) Location Charlotte, NC (University City North area) : The Guest Services Ambassador 2 is responsible for working front desk shifts, ensuring that the guest experience is excellent, that the front desk shift is administered to standard and assisting the General Manager and On Site Manger (OSM) with the efficient operation of the property while on duty. This role will typically work four "B" shifts on the hotel's front desk from Monday - Thursday and two On Call Overnight shifts on Monday and Tuesday nights. Additional shifts will be necessary as directed by the OSM.
The position is required to live in the hotel and to comply with the hotel's fraternization policy.
Guest Relations:
Meet with and solicit comments from guests regularly to determine guest satisfaction with services and facilities. Take steps to ensure the greatest guest satisfaction possible within budgetary constraints. Respond to situations as they arise and manage guest conflict. Operations:
Inspect studios and public spaces daily according to the Clean & Safe program brand standards. Act according to procedure, in the event of an emergency or accident. Accurately follow all policies and procedures. Coordinate front desk operations such as check-ins, move-outs, renewals, reservations, property tours, and sales events. Responds to guest service calls. Document work activity using the appropriate log and according to policy and procedure Sales & Revenue:
Executes the lead management process and completes all sales and marketing objectives as established by the General Manager and OSM.
Review Studio Inventory daily to ensure maximization of studio revenue. Maintain effective sales of ancillary offerings to accommodate guests' needs and maximize revenue. Personnel:
Assist with the training of all team members as necessary and with assisting throughout the property as needed during a shift. Demonstrates to team members how to effectively follow the "Say Yes to a Simple Request" program. On Call Overnight Shifts:
Responsible for working on-call overnight shifts as scheduled, typically Monday and Tuesday nights, and complying with the Operating model summary fully and perpetually. In particular:
o During overnight shifts, will respond only to emergencies and calls forwarded from the Overnight
Headquarters for resolution
o Will clock in and out when fulfilling any and all duties of the shift
o Will stay within 30 minutes of the hotel to be able to provide guest response as necessary
Education: • High school diploma or equivalent, or General Education Degree (GED)
Experience: • 1 or more years of experience in the hospitality, retail, or food service industries (preferred)
Knowledge: • Basic understanding of several common office/front desk procedures and practices
Skills: • Must be able to read, write, and speak English proficiently
Intermediate computer operation including but not limited to accessing data from the internet Effective communication with staff and guests Effective conflict management Effective negotiation and sales skills Abilities:
Housing:
Read, comprehend, and follow written procedures Respond calmly in situations of conflict and stress Adapt to changes in daily work Problem solve in a timely manner Able to live on site at the hotel and abide by the fraternization policy E.O.E. M/F/D/M/V Drug Free Workplace
