VISION: The Authentic Rock and Roll Experience
MISSION: Our Band Produces a Uniquely Amplified Experience through Genuinely, Fun and Caring Service that makes Our Guests Feel Like Rock Stars
JOB OVERVIEW: Consistently perform and improve the Uniquely Amplified Service Experience to all our guests, associates and vendors to create exceptional memories that makes each feel like “Rock Stars “and wanting to return to the Verb.
WILDLY IMPORTANT GOAL: To increase TripAdvisor traveler rankings for customer service by providing excellent service that inspires the guests to personally recognize your performance frequently.
REPORTS TO: Front Desk Manager/Assistant Front Desk Manager/Front Desk Supervisor.

JOB DESCRIPTION

Creating an exceptional first impression Use a positive and clear speaking voice, listen to and understand requests, respond with appropriate actions and provide accurate information to all guests and associates.
Review “House Rules” with all registered guests and their party and get a verbal commitment that they are willing to follow these during their stay.
Promptly complete the registration process by inputting and retrieving information from the property management system, confirming all pertinent reservation information including but not limited to length of nights, room balances, number of travelers, etc. Promote the Verb marketing programs. Make appropriate selection of rooms based on guest needs and reservation details. Code electronic keys.
Nonverbally confirm the room number and rate.
Promote the unique artifacts, building history and music celebrations to create an
Authentic Rock and Roll Experience.
Confirm email address, music preferences and introduce them to “Returning Rock Star Rate”.
Perform welcome speech and issue backstage passes (room keys), welcoming theme to the music theme of the day.
Accurately verify and swipe cards for authorization using electronic acceptance methods.
Handle cash make change, balance, and audit an assigned house bank. Accept and record vouchers, traveler’s checks, and other forms of payment. Post charges to guest rooms and house accounts using the property management system.
Answer the phone promptly, two rings or less. Return calls if message is left in two hours or less. Respond to email guest requests in 24 hours or less. Personal email 24 hours or less unless out of office message is on.
Go above and beyond guest expectations by responding promptly to all guest’s special requests, needs, challenges, and concerns using LEARN model (Listen,
Empathy, Apologize, React, Notify). Please check with your manager on empowerment guidelines.
Close out guest accounts at time of check out by verifying payment information.
Provide guest with folio information and check out details. In the event of dissatisfaction resolve the issue by making empowered decisions and providing solutions.
Thank each guest for choosing the Verb and ask them if you can rebook next stay. Remind them of returning Rock Star Rate.

REQUIRED SKILLS AND ABILITIES:

High School Diploma or equivalent required. Must have the ability to communicate in
English. Self-starting personality with an even disposition. Maintain a professional appearance and manner at all times. Can communicate well with guests. Must be willing to “pitch-in” and help coworkers with their job duties and be a team player. Ability to empower themselves to effectively deal with internal and external customers, some of whom will require high levels of patience, empathy, tact and diplomacy to defuse anger and collect accurate information and resolve conflicts. Basic mathematical skills and skill in the use of a calculator to prepare moderately complex mathematical calculations without error. Ability to access and accurately input information using a computer system.
Ability to lift 50lbs, stand for an extended period of time, walk, bend, and continuously perform behind the front desk. Ability to observe and detect signs of emergency situations. Ability to communicate verbally and in writing and prepare complex reports of room availability and revenues generated. Ability to establish and maintain effective working relationships with associates and customers. Any related certification(s) is a plus.

Please refer the Job description for details