Job Description

JOB DESCRIPTION:

The position provides direct support to the Rooms Division and hotel operations. Primary duties include being a liaison with all applicable departments impacting the guest experience. Plans and coordinates activities and services to ensure exceptional service is achieved. Other duties include reviewing, analyzing, and responding to guest survey data to present to department leaders and the General Manager. This is a full-time position located in the Operations Department at The Guest House at Graceland with variable/flexible working hours to include weekends, holidays, evenings, and overtime as required. Eligible to enroll in benefits after 60-day introductory period. This is a promotional opportunity and is an internal/external recruitment.

KEY RESPONSIBILITIES:

• Create, lead, and maintain the VIP and amenity program to increase guest loyalty and retention.
• Escort VIPs and guests to their rooms or desired areas of the hotel.
• Identify and correct service problems and create memorable guest experiences by responding to needs of guests and anticipating their unstated ones.
• Evaluate and respond to guest feedback via in-person, social media, or surveys.
• Analyze guest feedback, pinpointing areas of success and areas of focus for improvement.
• Create periodic presentations highlighting successful areas of guest experience and areas for improvement for department leader review.
• Perform check-ins and checkouts.
• Evaluate guest experience touchpoints throughout property including public areas with emphasis on cleanliness, service, and security for guests.
• Assist guests with concierge services, working closely with the other departments, or booking/recommending activities for the guests creating amazing experiences.
• Assist with manager on duty coverage when needed.
• Independently carry out multiple tasks at one time effectively and efficiently.
• Demonstrates a professional, pleasant, and enthusiastic demeanor at all times.
• Assist in special projects/assignments as requested by Leadership.

JOB REQUIREMENTS:

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities.

• Must be able to speak, read, write, and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills, including Word, Excel, and Account Management software.
• Must have excellent interpersonal and sales-related skills.
• Must have exceptional organizational skills.
• Must be able to handle multiple tasks and projects daily.
• Must be able to accurately type at least 50 words per minute.
• Must be able to work independently with little or no supervision.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors, and subordinates.

REQUIRED SKILLS, KNOWLEDGE AND ABILITIES: Excellent communication and interpersonal skills are essential including but not limited to written, verbal both in person and over the telephone; proficiency in Microsoft Office Suite required; ability to prioritize and work with minimum supervision; ability to maintain accuracy, quality and effectiveness under pressure and with competing deadlines, numerous interruptions and conflicting demands; knowledge of the city of Memphis and local and regional attractions helpful; organizational skills to prioritize and complete a wide variety of tasks in a timely manner; capability to exercise tact and diplomacy during discussions with individuals who may be irate or upset; ability to perceive and deal with sensitive issues and maintain confidentiality; ability to deal successfully with a wide range of people; previous guest service/front desk experience helpful.

PHYSICAL REQUIREMENTS: Ability to speak clearly and distinctly both in person and on the telephone, ability stoop, reach, walk, and stand for long periods of time; ability to lift up to 25 pounds.

SPECIAL REQUIRMENTS: A valid driver’s license is required; must have hotel operation experience and/or equivalent education in hotel management/business administration; hospitality field or equivalent work-related experience is required; previous supervisory experience is preferred.

SPECIAL CONDITIONS: Ability to work nights, weekends and occasional overtime and holidays as needed; ability to maintain confidentiality and objectivity; no smoking in the work area.

EDUCATION:

High school or equivalent education required. Bachelor’s Degree preferred.

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