Job Description

Interested in a workplace that values your contributions? Are you looking for a job that comes with travel benefits? Do you have skills in customer service you're looking to use and grow?


LaTour Hotels and Resorts (LHR) is hiring Guest Service positions at our Coconut Malorie Resort location in Ocean City, MD!


As a company, we pride ourselves in building our employees' skills in the workplace and promoting from within. When we see talent we recognize it and we build it. As an ESOP (Employee Stock Ownership Plan) company our employees are invested in the company, meaning that when you succeed, you're working towards both the company's future and your own.


We offer membership to our travel club as a benefit to every employee after their first few months. This includes:

Access to deeply discounted stays at our resorts Access to discounted stays at partner resorts and hotels Discounts on other travel related expenses like airfare, car rental and more.

A role in Guest Services is a great way to get started with LHR. In this role you'll be working face to face with our guests to establish a positive rapport and provide excellent guest services from the first greeting through check-out. It is essential that we make guests feel welcome, that their needs are met and that any questions/problems are resolved efficiently and appropriately.


This position is vital to our operations and serves as the foundation for providing the best hospitality LHR can offer at each of it's locations.

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.

POSITION QUALIFICATIONS/REQUIREMENTS

Education/Credentials

This position requires a high school diploma or GED.

Experience

Customer Service experience is preferred, but not required.

LHR's Core Competencies

Accountability: Ability to accept responsibility and account for his/her actions. Adaptability: Ability to adapt to change in the workplace. Customer oriented: Ability to take care of the customers' needs while following company procedures. Enthusiastic: Ability to bring energy to the performance of a task. Ethical: Ability to demonstrate conduct conforming to a set of values and accepted standards. Honesty/Integrity: Ability to be truthful and be seen as credible in the workplace. Interpersonal: Ability to get along well with a variety of personalities and individuals. Responsible: Ability to be held accountable or answerable for one's conduct. Safety awareness: Ability to identify and correct conditions that affect employee safety. Tolerance: Ability to work successfully with a variety of people without making judgments.

Knowledge & Skills

Accuracy: Ability to perform all duties accurately and thoroughly. Oral Communication: Ability to communicate effectively in a positive manner with others using the spoken English word to both internal and external guests. Detail Oriented: Ability to pay attention to the minute details of every task. Organization: Posses the trait of being organized and methodically performs each task. Friendliness: Ability to exhibit an enthusiastic demeanor towards all guests.

Other Requirements

Bilingual/Spanish Speaking Preferred

PHYSICAL REQUIREMENTS

Next to each activity insert N, O, F, or C based on the job requirements.

N (Not Applicable)

Activity is not applicable to this occupation.

O (Occasionally)

Occupation requires this activity up to 33% of the time (0 - 2.5+ hrs./day)

F (Frequently)

Occupation requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)

C (Constantly)

Occupation requires this activity more than 66% of the time (5.5+ hrs./day)

Physical Demands

Lift/Carry

Stand



C



Walk



C



Sit



O



Handling / Fingering



C



Reach Outward



C



Reach Above Shoulder



O



Climb



O



Crawl



O



Squat or Kneel



O



Bend



C



10 lbs. or less



O



11-20 lbs.



O



21-50 lbs.



O



51-100 lbs.



N



Over 100 lbs.



N

Push/Pull

12 lbs. or less



O



13-25 lbs.



O



26-40 lbs.



O



41-100 lbs.



N

WORK ENVIRONMENT

The GSR works in a typical front office setting, with many distractions. This position may be scheduled for any shift, including weekends and holidays.