Compensation Type: Hourly Highgate Hotels:
Highgate is a premier real estate investment and hospitality management company widely recognized as an innovator in the industry. Highgate is the dominant player in U.S. gateway markets including New York, Boston, Miami, San Francisco and Honolulu, with a rapidly expanding presence in Europe, Latin America, and the Caribbean. Highgate’s portfolio of global properties represents an aggregate asset value exceeding $20B and generates over $5B in cumulative revenues. The company provides expert guidance through all stages of the hospitality property cycle, from planning and development through recapitalization or disposition. Highgate also has the creativity and bandwidth to develop bespoke hotel brands and utilizes industry-leading proprietary revenue management tools that identify and predict evolving market dynamics to drive out performance and maximize asset value. With an executive team consisting of some of the industry’s most experienced hotel management leaders, the company is a trusted partner for top ownership groups and major hotel brands. Highgate maintains corporate offices in London, New York, Dallas, and Seattle.
Overview:
Greet guests as they arrive at and depart from the beach, set up chairs, towels, and umbrellas per guest’s requests. Ensure knowledge of daily events on property so there are amenities set aside for them. Responsible for attending to immediate needs of each guest upon arrival and throughout their stay for beach related needs, etc. Ensures all pool, beach, and laundry facilities are clean. Proper knowledge of local area to help suggest things for guests. Thorough knowledge of all hotel services and amenities.
Responsibilities:
Provide each guest with great customer service to be sure all job related standards are being performed correctly and completely.
Fully understand the business needs of the guest service department based on hotel occupancy and special events, and provide input for the guest service schedule to ensure proper coverage to provide service room closet or on the luggage rack).
Identify and explain hotel facilities and features to guests.
- Maintain complete knowledge at all times of: a. all hotel features/services, hours of operation. b. location and functionality of laundry facilities c. daily house count and expected arrivals/departures. d. how to contact local life guards, police if necessary e. assist with summer activities around hotel
- Maintain accurate knowledge of scheduled functions within the hotel to direct guests to correct locations.
- Maintain accurate knowledge of local attractions and activities to recommend for guest inquiries.
- Assist guests with concierge related services. Knowledge of local restaurants, special events, city attractions, and guest amenities.
- Relay accurate directions to guests on inquiries of transportation within the local area.
- Answer beach telephone within three (3) rings using correct greeting and telephone etiquette.
- Handle guest complaints immediately.
- Monitor and maintain appearance of beach and shed as well as making sure all amenities are in working shape
- Knowledge and tracking of all beach equipment and toys and bring up anything that may be broken or needs replacing
- Anticipate guests’ needs, respond promptly and acknowledge all guests even when busy.
Bring towels and chair covers to laundry continuously to ensure they are always being cleaned for new guests
Ensure to have an in house and arrival guest list to ensure beach amenities are only being handed out to hotel guests
Maintain cleanliness of both pool areas
Understand proper usage of laundry facilities to ensure no damage is done to the machines
Qualifications:
Requirements are representative of minimum levels of knowledge, skills and /or abilities. To perform this job successfully, the employee will possess the abilities or aptitudes to perform each duty proficiently with or without reasonable accommodation.
Essential:
- Ability to satisfactorily communicate in English (speak, read, write) with guests, co-workers and management to their understanding.
- Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision.
- Ability to use time management and organization when it comes to cleaning towels, pool areas, and handing out amenities to guests on beach
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger.
- Ability to work well under pressure of guests guest requests and handle multiple tasks at once.
- Punctuality and regular and reliable attendance.
- Interpersonal skills and the ability to work well with co-workers and the public.
Desirable:
- Previous guest relations training
- High school graduate or equivalent
Physical Abilities:
- Endure various physical movements throughout the work areas, such as taking chairs to all areas of beach, setting up umbrellas in the sand, and transporting loads of towels to and from laundry area.
- Ability to grasp, push or pull heavy loads, and lift and/or carry or otherwise move chairs, towels, and umbrellas
- Ability to stand, walk and/or sit and continuously perform essential job functions.
- Sufficient manual dexterity in one hand to be able to load and unload chairs and cushions from beach shed
- Ability to perform tasks requiring bending, stooping, kneeling, and walking significant distances on property.
