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Fargo

    Guest Service Representative - Fargo, United States - Blarney Stone Irish Pub

    Blarney Stone Irish Pub
    Blarney Stone Irish Pub Fargo, United States

    2 weeks ago

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    Description
    Guest Service Representative Position Description-Hotel Donaldson

    Objective: To create memorable experiences through professional service excellence for our guests in a friendly, relaxed manner while always exceeding their lodging needs.

    General Description: The Guest Service Representative is responsible for ensuring the exceptional lodging experience of the Hotel Donaldson Guest. This includes reservations, check-in, special requests, anticipated needs, valet, cash handling, security & confidentiality, and any suggestions to exceed guests' expectations, in a courteous and timely manner.

    Teammates of the Hotel Donaldson are passionate & excited ambassadors of our community; telling the story of history, culture, & purveyors.

    Basic Criteria: Must be able to maintain professionalism in all interactions with guests, while still being friendly & personable. Must have strong communication skills, be well organized, and have attention to detail. Passion for serving others & creating memorable experiences required. Must have valid driver's license.

    Reports To: Guest Service Lead/Hotel Manager

    Weight Requirements: pounds for push/pull and lifting.

    Essential Job functions:
    • Uphold and abide by the employment 'Best Practices' of the Hotel Donaldson.
    Successfully complete the GSA training program including the following:
    • History, Structure, and Best Practices of Hotel Donaldson
    • Room location, amenities, & art featured
    • Property Management System (computer software)
    • SALTO Key system
    • Telephone system & capabilities
    • Menu Knowledge
    • Professionalism in service excellence
    • Safety, Security, and Emergency Practices
    • Appearance on the job
    • Side work
    • Complete Daily Guest Service Responsibilities: Quoting of rates, availability of rooms to sell
    • Answering phones 100% of the time
    • Monitoring our online booking systems, filling reservation requests, & blocking off dates that are full
    • Know daily registered guest needs & requests completely
    • Calling guests on our waitlist
    • Continually checking the hotel 'Info" email and respond as necessary
    • Inspecting rooms for quality service & communicating clearly with housekeeping teammates
    • Knowledge of daily reports & posting master accounts
    • Accepting and processing guest check-outs and payments including approving adjustments as needed.
    • Completing Shift Checklists as a minimum requirement
    • Answering Guest questions & providing concierge services
    • Valeting Guest vehicles to & from hotel in a timely manner
    • Clearing any dishes away from public areas immediately
    • Maintaining office & public area quality- cleaning during downtime
    • Assisting with laundry
    • Handling Guest Concerns or handing to a manager if need be
    Qualifications Standards:
    • Ability to responsibly communicate and attend to guest needs in a friendly, fun, and professional manner
    • Reading, writing, basic math and verbal communication skills required
    • Basic computer knowledge with an aptitude to learn new programs
    • Mobility required during the entire shift, up to 8 hours
    • Transports laundry racks and cases up to 25 pounds up to 5 times per shift.
    • Must be able to stand and exert fast-paced mobility for up to 4 hours in length. Must have a good sense of balance, be able to bend and kneel and have the ability to lift weighing up to 50 pounds
    • Must have a valid driver's license
    Guest Service Expectations:
    • Go above & beyond guest expectations
    • Anticipate guest & teammate needs- think beyond your shift
    • Maintain professionalism when interacting with guests in thought, word, & deed- maintain a positive attitude
    • Attention to detail in all areas of the building-physical, as well as operational
    • No personal items or projects at desk- look to serve others in your downtime
    • Keep yourself & teammates accountable to our performance standards
    • Communicate Guest needs when appropriate to teammates throughout the property (Lounge/Restaurant & Kitchen)
    • Knowledge of the downtown area & be able to give directions/recommendations
    • Knowledge of our Shared Values & Mission & the ability to abide by them throughout the entire shift
    • Proper uniform: Black button down in winter months & black Hotel Donaldson T-shirt in the summer months along with black pants & black shoes.
    • Prompt & prepared for each shift by being on time & ensuring each teammate communicates guest needs & notes from the previous shift.
    Job Types: Part-time, Full-time

    Salary: $15.00 per hour

    Benefits:
    • 401(k) matching
    • Employee discount
    • Flexible schedule
    Schedule
    • 8 hour shift
    Ability to commute/relocate:
    • Fargo, ND 58102: Reliably commute or planning to relocate before starting work (Required)
    Application Question(s):
    • Are you at least 21 years of age?
    Shift availability:
    • Night Shift
    Work Location: One location
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