Guest Service Representative- Waterstone Resort & Marina

    • Job Tracking ID: 512688-604531
    • Job Location: Boca Raton, FL
    • Job Level: Any
    • Level of Education: Any
    • Job Type: Full-Time/Regular
    • Date Updated: January 11, 2018
    • Years of Experience: Not Applicable
    • Starting Date: ASAP
    • Hotel: Waterstone Resort & Marina
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Job Description:

(F/T) - Guest Service Representative- Waterstone Resort & Marina /Curio, A collection by Hilton

Work Locations

:

Waterstone Resort & Marina, Curio- A Collection by Hilton

999 E. Camino Real

Boca Raton, FL 33432

Greet and register guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet high standards of quality.

What will I be doing?

As a Guest Service Representative you will be responsible for greeting and registering guests, provides prompt and courteous service, and closes out guest accounts upon completion of stay to meet high standards of quality.

  • Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

  • Complete the registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Promote marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office.

  • Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers’ checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest room and House accounts using the computer.

  • Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

  • Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor.

  • Field guest complaints, conducting through research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating, or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

What are we looking for?

Since being founded in 1919, Hilton has been a leader in the hospitality industry. Today, Hilton remains a beacon of innovation, quality, and success. This continued leadership is the result of our Team Members staying true to our Vision, Mission, and Values. Specifically, we look for demonstration of these Values:

  • Hospitality - We're passionate about delivering exceptional guest experiences.
  • Integrity - We do the right thing, all the time.
  • Leadership - We're leaders in our industry and in our communities.
  • Teamwork - We're team players in everything we do.
  • Ownership - We're the owners of our actions and decisions.
  • Now - We operate with a sense of urgency and discipline

In addition, we look for the demonstration of the following key attributes:

  • Quality
  • Productivity
  • Dependability
  • Customer Focus
  • Adaptability

What will it be like to work for Waterstone Resort & Marina?

We are a 139 room 4 diamond luxury boutique hotel located on the beautiful inter-coastal in Boca Raton, FL. Here we are a Family and pride ourselves at delivering REMARKABLE service at all times. Our hotel has two restaurants and a ballroom that has a spectacular view of the inter-coastal and ocean. We have been awarded many awards to date from our service to our food. Check us out at Waterstoneboca.com

Experience and Skills:

Specific Job knowledge, skill and ability

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.

  • Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

  • Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.

  • Ability to stand and move throughout the front office and continuously perform essential job functions.

  • Ability to read, listen and communicate effectively in English, both verbally and in writing.

  • Ability to access and accurately input information using a moderately complex computer system.

  • Hearing and visual ability to observe and detect signs of emergency situations.

Qualification Standards

Education:

Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills, and abilities.

Experience:

No prior experience required. Prior hospitality experience preferred.

Licenses or certificates:

No special licenses required.

Grooming:

All employees must maintain a neat, clean and well-groomed appearance (specific standards available).

Other:

Applicants with additional language skills preferred.

Benefits

We offer great benefits including Dental, Medical, Vision, and many ancillaries