LaTour Hotels and Resorts, Inc., is now hiring for a Guest Service Representative at our Tamarack/Mirror Lake Resort in Wisconsin Dells, WI! LHR offers an excellent benefits plan for all qualifying employees including medical, dental, vision, company paid life insurance and short-term disability, ancillary benefits, 401(k), travel perks, and more! LHR contributes to an ESOP and is an EOE!

POSITION SUMMARY

The Guest Service Representative (GSR) establishes a positive rapport with guests and provides excellent guest services from the first greeting through check-out. This position helps to ensure that guests feel welcome, that their needs are met, and that their questions/problems are resolved quickly and appropriately.



ESSENTIAL FUNCTIONS



The GSR:

• Greets guests warmly and efficiently facilitates their check-in and check-out process.


• Ensures that welcome and departure calls are being placed in accordance with company standards.


• Anticipates guests’ needs and resolves their questions/problems or refers them to the appropriate person for resolution.


• Consistently answers all phone calls, voicemails, and emails in a positive and efficient manner.


• Completes the shift checklists accurately and submits them to the General Manager (GM) or places them in the GM mailbox by the end of their shift.


• Communicates often with housekeeping, kitchen, and maintenance staff on the status of all rooms and guests needs.


• Reviews the communication log daily for pass-along information from previous shifts to ensure seamless service for maximum guest satisfaction.


• Counts and verifies that the cash drawer is at the correct denomination and immediately reports any discrepancies to the GM.


• Maintains a neat, clean, and organized environment.

OTHER FUNCTIONS



The GSR may also:

• Perform concierge duties.


• Assist with bellman duties as needed.