Job Description

The Guest Experience Specialist is the first point of contact for hotel guests and is responsible for providing personalized service to guests upon arrival, during their stay and upon departure. In addition, the Guest Experience Specialist will perform all Front Office functions, not limited to assisting guests in other areas when needed. Lastly, the Guest Experience Specialist will promote hotel services and anticipate guest needs to promote higher guest satisfaction.

DUTIES AND RESPONSIBILITIES 

Operations

• Greet all guests and or associates upon contact. 
• Manage door for multiple guests and or visitors. 
• Provide parking guidance and or make transportation arrangements. 
• Check-in/Check-out guests.
• Assist with hotel reservations for guest rooms, dining and conference facility.
• Coordinate on-site meetings in Board Room.
• Assist with escorting guests to their room and or other hotel area. 
• Assistance with carrying, holding and or storing luggage and or other items. 
• Manage multiple phone calls, radio calls, e-mails and or requests. 
• Provide personal shopping for guests when needed. 
• Deliver packages, newspaper, group amenity deliveries and or any other item requested. 
• In the absence of the Hospitality Specialist, assist guest with any beverage and/or food order. 
• Maintain hotel entrance clean and clear of congestion and report any safety matters to Maintenance. 
• Promote hotel services, facilities and anticipate guest’s needs to promote higher guest satisfaction. 
• Follow all emergency, health and safety guidelines in order to provide a safe and secure environment for guests, associates and visitors.
• Follow all guidelines, policies and procedures as outlined by PHM’s Employee Handbook such as, reporting to scheduled shift, report to work on time, reporting absences, have a professional demeanor, etc. 

Interpersonal Relationships

• Able to spark conversations with guests and associates in a professional manner, smile often, and establish relationships in order gain trust and loyalty.
• Assist with training and or providing guidance to new associates when requested. 
• Resolve and address all guest and associate questions and or concerns in a creative and professional manner.
• Report any issues, concerns and or suggestions to management. 

• Have constant communication with all hotel departments in order to ensure guest satisfaction.

Financials

• Follow all cash handling procedures. 
• Follow posted schedule and minimize overtime and missed meals. 

WORKING ENVIRONMENT

The hotel is in a public business atmosphere, which varies temperature based indoor and outdoor climate. The nature of this job is mainly indoors but may outdoors based on business demands.

Some travel is required either locally to attend hotel events not limited to meetings, trainings etc. 

EDUCATION

Minimum of High School Diploma or equivalent. 

WORK EXPERIENCE 

Minimum of 1 year of customer service position is required in Hospitality or equivalent. 4-5 Star Hotel Experience Preferred.

Knowledge

• Understand hotel function and guest profiles. 
• Knowledge of local area including restaurants, landmarks, shopping centers and or local attractions. 
• Possess computer knowledge such as typing, composing e-mails, using Microsoft Office, Outlook and knowing how to use search engines.

Skills

• Strong English business communication skills both verbal and written . 
• Strong interpersonal skills such as listening, smiling, relating, asking questions, teamwork, etc. 
• Have the skill to manage multiple tasks at a time, maintain focus and structure, and know how to prioritize. 
• Have the skill to resolve conflicts with ease and professionalism to ensure maximum guest and associate satisfaction and or skill to communicate any guest/associate conflict with management

Abilities

• Able to spark conversations with guests and associates, smile often, establish relationships to develop loyalty and achieve both associate and guest satisfaction goals. 
• Ability to maintain consistent positive energy, self-motivation, and passion for hospitality. 
• Ability to keep hotel sensitive information confidential such as guest profiles, credit card information, etc. 
• Ability to learn new software and computer systems. 
• Ability to learn to perform any other hotel function based on business need.
• Ability to easily adapt to various situations, constant change, handle pressure and remain composed and focused.

PHYSICAL REQUIREMENTS

Prolonged standing/walking for 8 hours.

Ability to walk around the hotel, up and down stairs, stoop, kneel, lift a minimum of 50 lbs. and push and pull approximately 100 lbs.

BUSINESS ATTIRE

To present a professional and business image to guests, associates and public we ask that all associates follow PHM’s dress and grooming standards available in the PHM Handbook on page 16. Standards include wearing full uniform at all times, uniform must be neat, clean and wrinkle free, practice good personal hygiene, and grooming.

OTHER REQUIREMENTS

Meet California state minimum age to serve alcohol.

PREFERRED QUALIFICATIONS

• Degrees or Certifications in Business Management or Hospitality are preferred but not required. 
• Bilingual or Multilingual 
• Emotional Intelligence Training
• Forbes Training
• Food service permit/valid health/food handler card as required by local or state government agency 

The Clement, Palo Alto (a Pacific Hotel Management Hotel), functions 7 days a week, 24 hours a day. All associates must acknowledge and understand this fact and be aware that at times it may be necessary to move an associate from their accustomed shift as business dictates

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