This shift requires open availability. This position may be working both first and second shift.

Weekends and Holiday availability is required.

POSITION SUMMARY:

The Guest Experience Maker is responsible for providing efficient and exceptional service to a wide variety of individuals on a daily basis; including, guests, potential guests, vendor partners and La Quinta team members.

A key responsibility of this position is to create Here For You experiences which leave our guests and potential guests feeling assured, settled in and optimistic about La Quinta. These experiences can be delivered through a variety of activities, including: welcoming our guests, extending recognition to loyal guests and military members, providing an accurate and efficient check in/check out process, promoting the La Quinta Returns program, assisting guests during their stay with questions or concerns and providing exceptional service to individuals contacting the hotel via phone. Individuals in this role must adhere to the company’s standards and procedures in order to deliver a consistent guest experience across the brand while complying with all safety, security and quality measures.

ESSENTIAL JOB FUNCTIONS:

• Provide a friendly, welcoming experience by greeting guests as they enter the hotel. Welcome loyal guests and military members using the best practices outlined for each program. Ensure Elite guests receive the designated gift upon arrival.
• Provide all guests (including groups) with a friendly, accurate and efficient check-in / check-out process while following the company’s policies and procedures. Prepare for check-ins before the guest arrives by using the arrivals grid, preparing express check-ins, and planning for group arrivals. Ensure the front desk/lobby areas remain clean, organized and ready to greet guests.
• Verify and collect guest payments and identification, ensuring all procedures are followed to protect sensitive guest information including identity and credit card information. Process all financial transactions with strict adherence to defined procedures.
• Place timely welcome calls to ensure each check-in guest has arrived to a freshly clean, inviting room with all amenities working. Set up wake-up calls as requested by guests to ensure they wake up refreshed and ready to take on the day.
• Answer the hotel phone in a manner which provides a genuine Here For You experience to every caller. Listen, identify and resolve the caller’s need(s).
• Provide a warm and friendly experience.
• Complete shift checklist(s) to ensure the hotel information is updated and team members are prepared for the daily activities. Maintain room status inventory.
• Provide guests with clear directions and recommendations for local points of interest including restaurants, shopping, local attractions, etc. Ensure guests are aware of available hotel services.
• Sense and respond to all guest concerns or requests in a manner which leaves the guest feeling assured and optimistic about staying with La Quinta again.
• Ensure lost-and-found items are treated with care, reported and stored according to company policies.
• Perform all job duties with the utmost attention to safety and security measures.
• Remain flexible and willing to work in other areas of the hotel as needed to ensure the hotel delivers a consistent Here For You experience for every guest.
• Help wherever needed in the hotel, from Housekeeping to Maintenance to Front Desk.

EDUCATION/EXPERIENCE:

MINIMUM EDUCATION:

• High school diploma or equivalent required.
• Must be able to fluently speak, read, write and understand English.

MINIMUM EXPERIENCE:

• Previous hotel or customer service experience is required.

MINIMUM SKILL REQUIREMENTS:

• Requires regular, sometimes constant, contact with customers, outside agencies and the general public. Must have excellent verbal and written communication and interpersonal skills with the ability to interact with many types of individuals and personalities.
• Excellent listening skills with the ability to accurately sense and respond to unspoken wants and needs of individuals.
• Proficiency to approach all encounters, regardless of the situation in an attentive, friendly, courteous and service-oriented manner.
• Excellent telephone skills particularly related to customer service and sales.
• Must be able to work with and secure sensitive and/or confidential material and information.
• Must be able to properly and confidently operate basic office software, machines and devices including computers, company issued hand-held electronics, copier, printers, etc.
• Must be self-motivated and able to work with little or no supervision, responding to and handling unfamiliar situations with little supervisory guidance.
• Strong independent judgment and decision-making skills are required to identify, select, and apply the most appropriate of available guidelines and procedures, interpret precedents, and adopt standard methods or practices to meet variations in facts and/or conditions.
• Must work well under pressure and remain calm during stressful situations.
• Must possess solid organizational skills with the ability to simultaneously prioritize multiple priorities and/or projects in a fast-paced environment.
• Requires regular contact with other departments, supplying or seeking information on specialized matters.

Star Hotels, LLC. provides equal employment opportunities to applicants and employees without regard to race, creed, color, religion, sex, age, sexual orientation, gender (including gender identity and gender expression), pregnancy (including childbirth or related medical conditions, and breastfeeding), marital status, registered domestic partner status, ancestry, national origin, citizenship status, uniformed services status, veteran status, genetic information, disability, or any other status protected by law.

Job Type: Part-time

Pay: From $13.20 per hour

Benefits:

• Employee discount

Schedule:

• 10 hour shift
• 8 hour shift
• Holidays
• Weekend availability

Ability to commute/relocate:

• Jamestown, NY 14701: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Required)

Work Location: One location

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