Maintain confidentiality of proprietary materials and information.
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Perform other reasonable job duties as requested by Supervisors.
Guest Relations
Address guests service needs in a professional, positive, and timely manner.
Anticipate guests service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP)to resolve issues, delight, and build trust.
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest's name when possible.
Thank guests with genuine appreciation and provide a fond farewell.
Engage guests in conversation regarding their stay, property services, and area attractions/offerings.
Communication
Speak to guests and co-workers using clear, appropriate and professional language.
Answer telephones using appropriate etiquette including answering the phone within 3rings, answering with a smile in one's voice, using the callers name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Prepare and review written documents (e.g., daily logs, business letters, memoranda ,reports), including proofreading and editing written information to ensure accuracy and completeness.
Talk with and listen to other employees to effectively exchange information.
Working with Others
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
