Holiday Inn Harbourside, a Key West-style resort hotel on 16 acres along the Intracoastal Waterway in Indian Rocks Beach, has an opening for a Front Desk person. We are looking for an experienced SECOND SHIFT (3 pm-11 pm, typically), guest service person to join the crew. You will ensure guests are welcomed when they arrive, recognized as Rewards Club members when appropriate, and checked in without delay. You will work with Housekeeping and Maintenance, as well as other departments, to help ensure safety and guest satisfaction.
To ensure success as a guest service representative, you will use your experience and training to deal with guests and others professionally in a way that is helpful. This is a resort hotel, so it’s a 24/7 business. You will ensure that safety and security measures are in place to ensure the safety of guests and staff. A skilled guest service representative and night auditor will fulfill requests made by guests to ensure that they have a great experience at Holiday Inn Harbourside, Jimmy Guana’s Waterfront Restaurant, and Splash Harbour Water Park.
Some of the Guest Service Responsibilities:
* Ensuring that the check-in and check-out process runs as smoothly as possible and that guests are shown the location of their room.
* Responding to requests or complaints made by guests in a professional and polite manner in order to guarantee customer satisfaction. We record guest requests for housekeeping and maintenance in the online QUORE system.
* Implementing procedures to improve services offered with the aim of attracting more guests, and encouraging repeat bookings.
* Hiring and training staff in matters of professional conduct, and ensuring that there is enough staff at all times by organizing staffing schedules efficiently.
* Supporting service personnel with questions posed by guests and taking over from the support staff if any issues arise.
* Understanding what guest expectations are and anticipating problems in order to prevent complaints. This is especially critical with members of our frequent guest club, who should be recognized when they stop by the front desk.
* Acting as a link between guests and hotel management.
* Attending meetings with management and others to discuss problems and strategies for improvement.
* Handling cash or payments made by credit card. As part of Night Audit, you’ll correctly record and report the day’s charges, payments and other activities.
* Understanding safety and emergency procedures.
Guest Service Skills/Experience:
* The ability to clearly speak, read, and write English as used in the workplace. Knowledge of one or more additional languages is preferred.
* A minimum of 2-5 years’ front desk experience is preferred.
* Proficiency in Excel, Microsoft Word, and hospitality software such as OPERA, our property management system.
* A proven track record of being able to work with a team and multitask.
* Flexibility and a willingness to work beyond scheduled hours, including on weekends, nights, and holidays. This is a 24/7 business.
* An ability to identify areas in need of change or improvement to offer guests an excellent hotel experience.
* Understanding of and compliance with hotel policies and regulations and communicating these clearly to the staff.
* Reporting on daily operations in a timely manner.
Come see why so many of our employees have been here for 10, 15, and more than 20 years! Great benefits include health insurance, dental and vision insurance, paid time off and holidays, and retirement benefits. Reply with your resume or work experience summary to schedule an interview promptly. For more information or to schedule an interview, hit the email link or call assistant guest service manager Julia at 727-595-5274.
2nd Street near 4th Avenue
