Guest Service Superstar

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.

Job Duties:

• 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,
       etc.
• 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
       quality.
• 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.

Qualifications:

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.

Physical Demands:

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.