As a Hospitality Associate at Forrest Solutions, you will be a key member of our team, dedicated to providing exceptional service and creating memorable guest experiences. Your warm, professional demeanor and proactive approach to meeting guest needs will reflect our commitment to excellence. In this role, you will collaborate with a dynamic team to ensure seamless operations, maintain high service standards, and foster positive relationships with guests. This position reports to the Lead Hospitality Associate or Client Relations Manager.
Key Responsibilities
Guest Experience
Deliver a warm, personalized welcome to all guests, creating a positive first impression.
Anticipate guest needs and preferences, providing tailored recommendations and solutions.
Address guest inquiries, complaints, and special requests promptly and professionally, ensuring resolution and follow-up.
Monitor guest feedback and reviews, identifying areas for improvement to enhance satisfaction.
Operations Management
Oversee check-in/check-out processes with efficiency and accuracy.
Monitor reservation systems and room inventory, collaborating with the reservations team to optimize occupancy and revenue.
Coordinate with housekeeping, maintenance, and other departments to address guest concerns and maintain seamless operations.
Inspect guest rooms and public areas regularly to uphold cleanliness and presentation standards.
Guest Relations
Build and maintain positive relationships with regular guests, acknowledging loyalty through personalized gestures.
Engage with guests during their stay to gather feedback and address concerns proactively.
Identify and promote upselling opportunities to enhance the guest experience and drive additional revenue.
Training & Development
Participate in training programs, including the Cornerstone platform, to continually develop knowledge and skills relevant to the role.
Performance Metrics
Analyze key performance indicators (KPIs) such as guest satisfaction scores and feedback surveys.
Use data-driven insights to identify trends and implement strategies for continuous improvement.
Support guest loyalty initiatives to foster repeat business and encourage positive referrals.
Qualifications
High school diploma or equivalent; college degree preferred.
Minimum of 2 years of relevant experience.
Ability to understand client inquiries and provide effective responses.
Experience using Microsoft Office products and applications.
A commitment to delivering added value to clients and maintaining confidentiality.
A team-oriented mindset with the ability to motivate peers and build relationships.
Displays a pleasant and cheerful disposition at all times.
Competencies
Client-first mentality.
Demonstrates accuracy and attention to detail.
Ability to multitask in a fast-paced, high-energy environment with constantly changing priorities.
Strong decision-making skills within the scope of the position.
Ability to meet deadlines and work under pressure.
Excellent verbal and written communication skills.
Proficiency with technology.
Strong prioritization, flexibility, and adaptability skills
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
