Guest Experience Specialist at The Clement Hotel Palo Alto

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 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 RESPONSIBILITIESOperationsGreet 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 guests 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 PHMs Employee Handbook such as reporting to scheduled shift report to work on time reporting absences have a professional demeanor etc.Interpersonal RelationshipsAble 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. FinancialsFollow all cash handling procedures.Follow posted schedule and minimize overtime and missed meals.WORKING ENVIRONMENTThe 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.EDUCATIONMinimum of High School Diploma or equivalent.WORK EXPERIENCEMinimum of 1 year of customer service position is required in Hospitality or equivalent. 4-5 Star Hotel Experience Preferred.KnowledgeUnderstand 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. SkillsStrong 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 managementAbilitiesAble 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 REQUIREMENTSProlonged 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 ATTIRETo present a professional and business image to guests associates and public we ask that all associates follow PHMs 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 REQUIREMENTSMeet California state minimum age to serve alcohol.PREFERRED QUALIFICATIONSDegrees or Certifications in Business Management or Hospitality are preferred but not required.Bilingual or MultilingualEmotional Intelligence TrainingForbes TrainingFood service permit/valid health/food handler card as required by local or state government agencyThe 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 dictatesRequired Experience:IC Key Skills Bilingual,Linux Administration,Documentation,LNG,Entry Level Finance Employment Type : Full-Time Experience: years Vacancy: 1