Guest Service Representative

WoodSpring Suites Jacksonville Campfield
Jacksonville, FL

Description

JOB SUMMARY

The Guest Service Rep ensures that all guests receive the highest service level of hospitality during their stay. The Guest Service Rep is responsible for maintaining good personal and working relationships with internal and external clients.

ESSENTIAL FUNCTIONS

• Ensure an excellent first impression for all guests and potential guests.
• Offer assistance to guests and provide concierge service regarding hotel and the community.
• Ensure guests’ check-in and departure experience is warm and welcoming.
• Work with the team to coordinate and provide services in housekeeping, maintenance, sales and operations.
• Assist in processing laundry.
• Responsible to utilize and follow all Safety and Security procedures.
• Responsible for secure cash handling and processing procedures.
• Manage confidential information for the company and guests.
• Responsible for proper administration for key control.
• Routinely conduct property/security walks.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of Microsoft Office products.
• Knowledge of hospitality guest management systems.
• Excellent verbal and written communications skills.
• Good organizational skills, detail-oriented.
• Comfortable working in an environment that requires multitasking.
• Focused on providing exceptional customer service.
• Able to problem solve and resolve issues effectively and efficiently.

PREFERRED EDUCATION/EXPERIENCE

• High school diploma or GED; or 6+ months working in customer service
• Cash-handling experience

PHYSICAL DEMANDS

The employee is frequently required to sit, stand, walk, reach with hands and arms, and to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and peripheral vision. The noise level is usually moderate.

WORK SCHEDULE & ON-CALL WORK

I understand that my scheduled work week varies from week to week. When required, the General Manager may ask for me to be on call to respond to guest service requests or emergencies at the property. During the hours that I am on-call, I am free to leave the property, provided I carry a cell phone or paging device and am able to respond to a request for service within 15 mins. I further agree that during my on-call hours, I may effectively utilize my time for my own personal purposes, and that I am entitled to eat, sleep, read, watch television, entertain guests, or engage in other personal activity, on or off the premises, unless called or otherwise notified of a problem which requires a response. While the consumption of alcohol is not prohibited, I understand that while on-call, I must be able to report to work if called. I further understand that I may not report to work if I am under the influence (as defined by state driving laws). I further understand that I will be subject to disciplinary action if I fail to report within 30 minutes or report to work under the influence (or am unable to report for that reason). I acknowledge that my on-call time is not working time, and that I will not be paid for my on-call time unless I respond to a call or emergency. I agree to record any time I work responding to calls during my on-call time by clocking in when I begin to work, and clocking out when I complete the work. Failing to report all hours worked is cause for discipline, up to and including termination.

I may be required to work on a national or state holiday. When required to work on a national holiday, I will be paid Holiday Pay (1.5 times my regular rate for all hours worked that day).

LIVING CONDITIONS

As a requirement of my employment, I understand and agree that Common Oaks will provide me with a break area room of its choosing at no charge to me to facilitate being on-call. I understand the room is not my residence. I have no right of possession; management has the right to inspect the break area at any time. Because living on the property is a requirement of this job, the value of the room is not a benefit. I will not be taxed on the value of the room, and the room is not part of my pay.

I will also be provided free utilities, including internet access and local phone calls; I will pay for any long distance calls. I agree that Common Oaks may move me to another break area room with 12 hours’ notice.

Common Oaks restricts occupancy to two people. Should I require additional occupancy, I must pay the difference in weekly sign rate rental above the break area room sign rate. Children, age 17 and younger, may stay in the room; however, they must be supervised by an adult at all times. If older than 18 years, they must be registered and meet all of the occupancy conditions of regular guests.

In order to live on the property, I need to be actively on the payroll and ready and able to work; thus, if I become unable to perform my work duties for any reason, my access to the company break room will end. I agree to move out of the room no later than the beginning of the 5th business day after I am unable to report to full-duty work. Upon termination of my employment for any reason, I agree to remove all of my possessions from the premises no later than 6 PM on the day my employment terminates. I understand that Common Oaks does not rent rooms to former employees.

I am responsible and jointly and severally liable for any damages and unpaid fees for the break area room. All damage charges, missing item charges, telephone charges, and all other charges and fees will be deducted from my pay check. I am responsible for loss of and/or damage to all break area room contents unless I report such loss or damage to the GM at check in. If the payroll deduction does not cover all fees and charges, Common Oaks reserves the right to take legal or other collection action against me. I agree that Common Oaks is not responsible for damage or theft of any personal property brought on the premises. I indemnify Common Oaks against all liability arising during my stay; from injury to person or property occasioned wholly or in part by any act or omission by myself or my registered guests or invitees.

If management discovers unsanitary conditions exist in my break area room, I have 24 hours to correct the condition.

• Smoking is permitted in designated areas or behind the building. Employee smoking is not permitted in front of the building. Smoking of marijuana is not permited anywhere on property.
• The possession of a weapon on the premises (including my personal vehicle) is grounds for immediate discharge.
• WoodSpring Suites will accept receipt of postal letters and packages for employees.
• I agree to read and follow the Master Key policy.

PERSONAL DRESS AND APPEARANCE

You will be provided a company uniform shirt and are to report to work each day in a clean and presentable shirt. Employees need to provide their own personal footwear and pants. The shoes/boots need to be in good repair and have a closed toe. Under no circumstance should an employee work in sandals or any open toed shoe. When you are called in to work, you need to be dressed in your uniform before helping a guest. You are to present to the guest an agreeable and socially acceptable appearance. Hair color, body art, piercings, hats, logos, gang colors, decorations, etc. which are deemed to be unacceptable to the GM will cause you to be laid off unless corrected.

GUEST RELATIONS

As a condition of employment, employees are strictly prohibited from socializing with guests. You should never be in a guest’s room unless working, and there for a legitimate business reason. Guests should never be in your break area room. Employees are prohibited from performing work or other personal services for pay, trade, or as a personal favor for guests. Even when you are off duty, you are prohibited from socializing, babysitting, and assisting with errands, dinner, entertainment, or other activities away from the property. Employees should not accept tips or gifts from guests. If at any time a personal relationship begins to develop between you and a guest, or you seek clarification of this policy, you need to report the circumstances to the GM immediately.

FAMILY

Company policy restricts employment of relatives at the same property. Report to the GM if you are related by blood or marriage to any other employee, applicant, or guest in the hotel. Failure to report these family relationships is justification for discipline. Relatives are allowed to work at other WoodSpring Suites locations if they are qualified and meet all of our employment standards.

HARASSMENT

Sexual harassment is an attack upon the dignity and rights of an individual. Employees should understand that the company protects its employees from unwelcome sexual advances, requests for sexual favors, or other unwelcome verbal or physical conduct of a sexual nature from coworkers, management, guests, or vendors. Examples of harassment include: comments about your body, hugging, rubbing, touching, patting, pinching, or brushing another’s body. Staring, whistling, verbal comments, sexual jokes, telling of personal sexual experiences, images, are all forms of harassment. All incidents, no matter who the harasser is, should be reported to management. Guests or vendors are held to the same standard as coworkers and

managers. Employees should not date fellow employees. If you sense an interpersonal relationship developing between you and a coworker, speak with the manager about it.

RIGHTS OF WOODSPRING SUITES

COMMON OAKS LODGING may remove any person (immediately and without refund of any payment or deposit) for any non-payment, disorderly conduct, unlawful act, possession of dangerous weapons or drugs, not being a registered occupant, exceeding occupancy limits, false pretenses, being a minor without adult supervision, and violation of any rule set forth

in this document or posted in the office, pursuant to the laws of each state. Maid service is not provided to employee rooms. COMMON OAKS LODGING reserves the right to conduct random inspections of each break area room, regardless of whether you are present for any such inspection. Copies of the WoodSpring Suites rules, charges for damages to property, and state laws are posted in the office, and a copy of the laws are posted in each break area room.

LIMITED LIABILITY

COMMON OAKS LODGING’s liability for loss or damage to your property is limited pursuant to the laws of each state. All vehicles parked on the premises are at the vehicle owner’s own risk and COMMON OAKS LODGING assumes no liability for any damage or theft that occurs to any such vehicles. Lock vehicles at all times and remove valuables.

HOUSE RULES

The following incidents may result in termination and eviction:

• Any violation of the Master Key policy, especially having inoperative keycards in your possession
• Unsanitary living conditions (i.e. trash build-up, dirty dishes, room odor, etc.)
• Leaving a minor child unattended
• Parking in unauthorized areas, sounding horns in the parking lot
• Trash left in unauthorized areas
• Illegal substances and/or firearm possession on premises
• Reporting to work under the influence
• Loitering/soliciting on premises
• Leaving a break area room without shirt and shoes
• Leaving doors or windows open
• Parking trailers or non-working vehicles in the parking lot
• Unregistered guest in room
• Large parties, disorderly conduct, loud music, loud noise, etc.
• Unregistered Pets of any kind
• Operating grills and/or outside barbeques or creating other fire hazards
• Using skates, bikes, or skateboards in halls, on walkways, or in parking lot
• Displaying articles of clothing, signage, lights, etc. outside your break area room
• Consuming alcoholic beverages outside your break area room
• Washing, repairing or advertising the sale of cars on the property
• Sunbathing

CASH DRAWER, SAFE AND OFFICE

Employees should not enter the office area when the office is closed unless for a valid business purpose. You are not to use the property computer for personal reasons, and are specifically prohibited from using the internet in the office unless for business. You are accountable for all cash, checks, and credit card receipts processed during your business shift. Failure to account for cash, unauthorized discounts, and failure to follow correct guest check-in/check-out procedures will result in discipline. You should only open the safe when necessary, and no employee should open the “manager’s safe”. Only the manager on duty should take deposits to the bank. Exceptions to this rule must be approved by the Area Manager in advance.

PERSONAL SECURITY & WORK PLACE INJURIES

Your personal safety at work is of primary importance to the company. Please follow these important work safety rules:

• Never be alone with a guest in a room with the door closed, never allow a guest access to the commercial laundry, back office, or storage rooms.
• Complete all of your Clean & Safety certification checklists; make sure you understand all of the dangers of chemicals, blood borne pathogens, and equipment around the hotel.
• Always use your personal protection equipment (PPE). If any PPE becomes broken or lost, report it immediately to the General Manager.
• Never engage with a guest if they are violent or could cause harm to you. Call 911 and secure the area as best you can without threat to your personal safety.
• Make sure you understand all of the emergency procedures, where the shut-offs are located and what to do if hurt on the job.
• Maintain good footwear. Ask for help when lifting heavy objects, and perform every assigned task the correct and safe way every time.

DISCLAIMER

The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Why Join Concord?

At Concord Hospitality, we invest in our associates through training and development at all levels. Our “Associate First” culture supports growth, balance, and diversity.

We are built on five cornerstones: Quality, Integrity, Community, Profitability, and FUN!

Our associates proudly cheer:

“We Are Concord!”

We are an equal opportunity employer committed to diversity and inclusion and strive to be a Great Place to Work for All.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.