The Sr. Guest Experience Maker is responsible
for supervising the operation of the hotel’s front desk and ensuring efficient
and exceptional service is provided to a wide variety of individuals on a daily
basis, including:
guests, potential
guests, vendor partners and La Quinta team members.
A key responsibility of this position is to lead the
Front Desk team in creating
Here For You
experiences which leave our guests and potential guests feeling assured,
settled in and optimistic about La Quinta.
These experiences can be delivered through a variety of activities, including:
welcoming our guests, extending recognition
to loyal guests and military members, providing an accurate and efficient check
in/check out process, promoting the La Quinta Returns program, assisting guests
during their stay with questions or concerns and providing exceptional service
to individuals contacting the hotel via phone.
Individuals in this role must adhere to the company’s standards and
procedures in order to deliver a consistent guest experience across the brand
while complying with all safety, security and quality measures.
ESSENTIAL JOB FUNCTIONS:
Assist the
General Manager with preparing Guest Experience Maker work
schedules and ensuring staff adheres to schedules.
Adjust schedules as needed to meet
business needs.
Perform assigned
administrative duties such as daily reports, credit card reversals, bank
deposits, accounts receivables, travel agent research, lost and found,
rooming lists, office supply inventory, safety committee, etc.
Train Guest
Experience staff in technical duties, guest service skills and telephone
sales skills.
Advise and
consult with General Manager in situations of poor employee performance
and/or improper employee behavior that may require counseling and/or
discipline.
When applicable
for a specific property, book group functions and meeting room space.
May serve as Manager-on-Duty
in the absence of the General Manager and Assistant General Manager
Provide a
friendly, welcoming experience by greeting guests as they enter the
hotel.
Welcome loyal guests and
military members using the best practices outlined for each program.
Ensure Elite guests receive the
designated gift upon arrival.
Provide all
guests (including groups) with a friendly, accurate and efficient check-in
/ check-out process while following the company’s policies and
procedures.
Prepare for check-ins
before the guest arrives by using the arrivals grid, preparing express
check-ins, and planning for group arrivals.
Ensure the front desk/lobby areas remain
clean, organized and ready to greet guests.
Verify and collect
guest payments and identification, ensuring all procedures are followed to
protect sensitive guest information including identity and credit card
information.
Process all financial
transactions with strict adherence to defined procedures.
Operate the
hotel key control system while strictly following all key safety &
security procedures.
Place timely
welcome calls to ensure each check-in guest has arrived to a freshly
clean, inviting room with all amenities working.
Set up wake-up calls as requested by
guests to ensure they wake up refreshed and ready to take on the day.
Promote the La
Quinta Returns loyalty program to any non-enrolled guests.
Accurately process enrollments for
guests joining the program and correctly deposit points into eligible Returns
accounts.
Answer the hotel
phone in a manner which provides a genuine
Here For You
experience to every caller.
Listen, identify and resolve the
caller’s need(s).
Properly and
efficiently transfer calls as necessary.
Route calls to guest rooms according to the company’s policies
which ensure sensitive guest information and privacy is maintained.
Provide a warm
and friendly experience to potential guests inquiring about hotel
reservations by focusing on the guest’s need, asking for the sale, entering
and confirming the reservation details, providing the cancellation policy
and offering to enroll the guest in the Returns program.
Complete shift
checklist(s) to ensure the hotel information is updated and team members
are prepared for the daily activities.
Maintain room status inventory.
Provide guests
with clear directions and recommendations for local points of interest
including restaurants, shopping, local attractions, etc.
Ensure guests are aware of available
hotel services.
Sense and
respond to all guest concerns or requests in a manner which leaves the
guest feeling assured and optimistic about staying with La Quinta
again.
Resolve escalated issues in
a timely and appropriate manner and notify the hotel manager of any
unresolved concerns to ensure proper follow-up.
Properly record guest concerns using the
Problem Resolution Log.
Prepare
timely and accurate Maintenance Work Orders, following up as needed.
Process 100% Satisfaction Guarantee
requests according to policy.
Utilize
company-issued devices (M.O.P., two-way radio, hotel phone, etc.) to
communicate with fellow team members as necessary to deliver
Here For You
experiences.
Communicate with team members in a courteous
and professional manner with the guest focus in mind.
Stock and
restock breakfast items such as food, drink and supplies as necessary to
ensure guests have a consistent selection of items which are displayed in
an appealing, clean and organized manner consistent with company
standards, food handling guidelines and regulations.
Ensure eating area is clean and inviting
at all times.
Ensure guest
lost-and-found items are treated with care, reported and stored according
to company policies.
Perform all job
duties with the utmost attention to safety and security measures which are
outlined by OSHA or other regulations, the company safety and security
manual, employee handbook and other company materials.
These procedures include, but are not
limited to: HazCom, Blood Borne Pathogens, Lockout/Tagout and emergency response.
Where
applicable, assist guests with Bright Side Market purchases and accurately
post charges to the guest folio.
When assigned,
conduct Night Audit procedures in a timely, accurate, complete and
efficient manner while ensuring 24/7 front desk presence and
Here For You
service to our
guests.
Where
applicable, operate the hotel courtesy shuttle/van ensuring safety of
individuals and the company vehicle through careful adherence to company
policies, procedures and all applicable laws.
Utilize prompt and proper reporting
procedures for any damage or incidents.
Remain flexible and
willing to work in other areas of the hotel as needed to ensure the hotel
delivers a consistent
Here For You
experience for every guest.
Keywords: customer service, guest service agent, part-time hotel job, part time hotel job, concierge, front desk clerk, full-time hotel job, full time hotel job, hospitality
Qualifications
EDUCATION/EXPERIENCE:
MINIMUM EDUCATION:
High school
diploma or equivalent required.
Must be able to
fluently speak, read, write and understand English.
Must possess and
maintain valid licenses and/or certifications which are job related and
required by law.
At locations
which operate a hotel courtesy van/shuttle, must possess and maintain a
valid, current, non-restricted driver’s license if required to drive.
Must also possess and maintain an
acceptable driving history.
MINIMUM
EXPERIENCE:
Previous
hotel or customer service experience is required; prior supervisory
experience preferred.
MINIMUM
SKILL REQUIREMENTS:
Requires regular,
sometimes constant, contact with customers, outside agencies and the
general public.
Must have excellent
verbal and written communication and interpersonal skills with the ability
to interact with many types of individuals and personalities.
Excellent listening
skills with the ability to accurately sense and respond to unspoken wants
and needs of individuals.
Proficiency to
approach all encounters, regardless of the situation in an attentive,
friendly, courteous and service-oriented manner.
Excellent
telephone skills particularly related to customer service and sales.
Must be able to
work with and secure sensitive and/or confidential material and
information.
Must be able to
properly and confidently operate basic office software, machines and
devices including computers, company issued hand-held electronics, copier,
printers, etc.
Must be
self-motivated and able to work with little or no supervision, responding
to and handling unfamiliar situations with little supervisory guidance.
Strong independent
judgment and decision-making skills are required to identify, select, and
apply the most appropriate of available guidelines and procedures,
interpret precedents, and adopt standard methods or practices to meet
variations in facts and/or conditions.
Must work well
under pressure and remain calm during stressful situations.
Must possess
solid organizational skills with the ability to simultaneously prioritize
multiple priorities and/or projects in a fast-paced environment.
Requires regular
contact with other departments, supplying or seeking information on specialized
matters.
LQ
Management L.L.C. provides equal employment opportunities to applicants
and employees without regard to race, color, religion, gender, sexual
orientation, gender identity, national origin, protected veteran status,
or disability.
Work Locations
4037-Tampa Busch Gardens
9202 N. 30th Street
Tampa_FL
33612
Job
Front Desk
Job Type
Standard
Hotel Phone Number
813-930-6900
