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TLTsolutions · 2 weeks ago

Guest Services Specialist: Engagement

Waldorf, MD, 20603, US

Full-time

Onsite

New Grad, Entry Level

TLTsolutions is a company specializing in the investment, development, and management of premier hotel properties. As a Guest Services Specialist focused on Engagement, you will be responsible for delivering outstanding guest service and ensuring a seamless and positive experience for guests throughout their stay.

Commercial Real EstateReal EstateReal Estate InvestmentResidential

Responsibilities

Provide outstanding service during check-ins, check-outs, and throughout the guests' stay. Ensure all guest interactions are handled professionally, with warmth and hospitality

Actively engage with guests, anticipating their needs and proactively solving problems to ensure their comfort and satisfaction throughout their stay. Be attentive to cues, advance requests, and previous stay history to personalize the guest experience

Maintain clear and effective communication with Housekeeping, Maintenance, Food and Beverage, and other hotel service teams to address guest needs promptly. Be willing to assist in various areas of the hotel to ensure seamless service

Provide immediate assistance for any guest requests, room requirements, or inquiries, ensuring a comfortable and enjoyable stay. Never let "That’s not my job" be an answer

Review performance metrics like guest satisfaction scores and check-in/check-out times to identify and implement improvements

Analyze guest feedback related to Guest Services and collaborate with management to enhance the guest experience

Generate and review weekly audit reports, including room occupancy rates, reservation accuracy, and guest billing discrepancies, ensuring adherence to hotel standards and accounting practices

Regularly check and manage the inventory of front desk supplies such as key cards, stationery, and informational brochures to ensure smooth operations

Inform guests about the benefits of our brand's loyalty program and encourage non-members to enroll to enhance their overall experience

Engage in continuous training to stay updated on hotel policies, new software tools, and customer service enhancements

Qualification

Guest-Centric MindsetProactive Problem SolverCommitment to ExcellenceCross-Department CollaborationResiliencePatienceFlexibilityPositive Attitude

Required

Guest-Centric Mindset: A proactive focus on anticipating guest needs and delivering memorable experiences with enthusiasm and attention to detail

Proactive Problem Solver: Someone who anticipates guest needs and takes action to resolve potential issues before they impact the guest experience

Commitment to Excellence: A dedication to maintaining the highest standards in guest service and operational efficiency

Flexibility: An adaptable approach that goes beyond traditional Guest Services boundaries, with the willingness to assist in various areas of the hotel and adjust to guest needs, shifting priorities, and dynamic situations

Resilience: The ability to stay composed and focused in a fast-paced environment, maintaining excellent service standards under pressure

Patience: A calm and patient demeanor, especially when addressing guest concerns, ensuring every interaction is handled with care and professionalism

Positive Attitude: A warm, approachable, and optimistic attitude that contributes to creating a welcoming and pleasant atmosphere for guests and colleagues alike