Guest Service Superstar
Creating "heart connections" with customers,
associates and owners is the foundation for success at Meyer Jabara Hotels.
Whether a seasoned hotel professional or just beginning a career in
hospitality, experience, dedication to customer service and a spirit to serve
from the cornerstone of a future with Meyer Jabara Hotels.
Our jobs aren’t just about giving
guests a smooth check-in and check-out. Instead, we want to build and
experience that is memorable and unique. Our Guest Experience Experts take the
initiative to deliver a wide range of services that guide guests through their
entire stay. They are empowered to move about their space and do what needs to
be done. Whether processing operational needs, addressing guest requests,
completing reports, or sharing the highlights of the local area, the Guest
Experience Expert makes transactions feel like part of the experience.
No matter what position you are in,
there are a few things that are critical to success – creating a safe work
place, following company policies and procedures, maintaining confidentiality,
protecting company assets, upholding quality standards, and ensuring your
uniform, personal appearance, and communications are professional. Guest
Experience Experts will be on their feet and moving around (stand, sit, or walk
for an extended time) and taking a hands-on approach to work (move, lift,
carry, push, pull, and place objects weighing less than or equal to 50 pounds
without assistance). Doing all these things well (and other reasonable job duties
as requested) is critical for Guest Experience Experts – to get it right for
our guests and our business each and every time.
Principal Responsibilities :
- Responsibilities include:
Organize, confirm, process, and conduct all guest check-ins/check-outs,
room reservations, requests, changes, and cancellations. Secure payment;
verify and adjust billing. Activate and file room keys. Process all guest
requests and relay messages. Print contingency lists to have a record of
all guests in case of emergency. Identify and explain room features to
guests; supply guests with directions and information regarding property
amenities, services, and hours of operation, and local areas of interest.
Ensure that any outstanding requests or problems from the previous day
receive priority and are resolved. Run and review daily reports/logs.
Complete designated cashier and closing reports in the computer system.
Accept and record wake-up call requests and deliver to appropriate
department. Count bank at beginning and end of shift; secure bank. Process
all payment types, adjustment vouchers, paid-outs, correction vouchers,
and miscellaneous charges; provide change. Complete end-of-day activities
including posting charges to accounts, completing cashier and closing
reports, running night audit backup, and roll the date. Print and fold
folios and ensure that they are placed under each guest room door the
night before check-out.
- Follow all company policies and
procedures; report accidents, injuries, and unsafe work conditions to
manager; ensure uniform and personal appearance are clean and
professional; maintain confidentiality of proprietary information; protect
company assets. Welcome and acknowledge all guests according to company
standards; anticipate and address guests' service needs; assist
individuals with disabilities; thank guests with genuine appreciation.
Speak with others using clear and professional language; answer telephones
using appropriate etiquette. Develop and maintain positive working
relationships with others; support team to reach common goals. Comply with
quality assurance expectations and standards. Stand, sit, or walk for an
extended period of time. Move, lift, carry, push, pull, and place objects
weighing less than or equal to 50 pounds without assistance. Perform other
reasonable job duties as requested by Managers or Supervisors.
- Problem Solving- Identifies and
resolves problems in a timely manner. Develops alternative solutions, uses
reason at all times.
- Customer Service – Manages
difficult or emotional customer situations. Responds promptly to customer
needs, requests for service and assistance. Drives hotel shuttle to pick
up and drop off guests at approved locations as needed. Delivers requested
items to guests as needed including incoming faxes, mail, valet laundry,
- Team Work – Contributes to
building a positive team spirit. Treats others with respect and
consideration regardless of their status or position. Communicates with
the housekeeping department about room status and availability.
- Organizational Support –
Follows policies and procedures.
- Quality - Looks for ways to
improve and promote quality while demonstrating accuracy and thoroughness.
Applies feedback to improve performance. Monitors own work to ensure
- Quantity – Meets productivity
standards, completes work in a timely manner, prioritizes and plans work
activities and uses time efficiently.
- Adaptability – Able to deal
with frequent change, delays or unexpected events, changing approach or
method to best fit a situation.
- Compliance – Responsible for
cash drawer content and transactions during the shifts. Ensures accuracy
or daily deposits. Maintains accurate records including cash log,
registration cards, reservation cards, wake-up call sheets, shuttle logs,
property walks and all other logs as required.
- Safety and Security – Observes
safety and security procedures; reports potentially unsafe conditions;
Uses equipment and materials properly. Maintains confidentiality. Maintain
a current room status report in case of emergency.
- Initiative - Asks for and offers
help when needed.
- Dependability – Follows
instructions, responds to management direction; completes tasks on time or
notifies appropriate person with an alternate plan. Is consistently at
work and on time.
High School diploma or equivalent is preferred.
Hospitality and/or customer service experience is preferred. Ability to develop
an understanding of concepts, practices, pre-established guidelines and
procedures used by the company in relation to guest service is necessary.
Computer skills preferred. Must have valid drivers license, and acceptable
driving history subject to company approval.
The physical demands described here are
representative of those that must be met by an employee to successfully perform
the essential functions of this job. Reasonable accommodations may be made to
enable individuals with disabilities to perform the essential functions. While
performing the duties of this job, the employee is regularly required to stand,
walk, sit, use hands to finger, handle or feel, reach with hands and arms,
climb or balance, and talk or hear. The employee must regular lift
and or move up to 25lbs, occasionally lift or move up to 50lbs. Specific vision
abilities required by this job include peripheral vision and depth perception.
- Job Family New Jobs
- Pay Type Hourly
- 2231 N Ocean Blvd, Fort Lauderdale, FL 33305, USA