Corporate OverviewThe Procaccianti Group (TPG) currently owns and/or operates 64 hotels in 24 states and employs approximately 8,000+ people from coast to coast with 120 professionals based at the corporate headquarters in Rhode Island.
TPG is seeking energetic, service-oriented individuals to participate in the strong growth that we are experiencing. With 50 years of real estate and hospitality management, our available positions are as diverse as our business ventures. TPG offers a wide variety of managerial and entry level positions with a competitive/attractive salary, 401k & benefits.
You were always one of those curious kids who opened every cabinet, peeked behind every door, and never ceased to ask "why" when given an explanation. Today, you bring your personal style to every experience. You life to discover. You are passionate about your neighborhood, always looking to explore the places one wouldn’t find in a travel guide. If this sounds like you, you’re in the right place. You’ve got authentic style, natural curiosity and a warm way with people. Renaissance is not just a place to spend the night, it's a place to discover, a place in the world with style like yours. That’s why we’re not just looking for anyone. We’re looking for someone like you.
POSITION SUMMARY The Company operates 24 hours a day and 7 days a week, so operational demands require variations in shift days, starting and ending times, and hours worked in a week.
The Guest Services greets and assists phone callers in safe and efficient compliance with policies and procedures, brand standards, and federal, state and local regulations. Ensures release of any Company, hotel, brand, and guest information is consistent with privacy policies, practices and regulations. Promptly reports emergencies, accidents, injuries, missing articles, damage, engineering items and safety hazards to management. Reports any deviations from policies, procedures, brand standards and regulations to management.
Promptly reports all emergencies, injuries, missing articles, damage, mechanical problems and safety hazards to management. Reports any unusual practices or deviations of policies and practices, brand standards and regulations to management.
Complies with all guest service basics such as uniforms, name tags and proper guest greeting. Knowledgeable on hotel facilities and services to assist guests as appropriate. Ensures all communication containing Company, hotel, brand and guest information is consistent with privacy policies, practices and regulations. Impresses guests with quality and timely service in a pleasant and friendly manner.
ESSENTIAL FUNCTIONSReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Correct use of phone equipment, consoles, headsets, telephones and other related equipment. Answer calls in accordance with established procedures.
Answer and respond to guest problems and/or requests courteously and accurately. Ensure release of any Company, hotel, brand, and guest information is consistent with privacy policies, practices and regulations.
Prompt response to all emergency calls for help. Determine course of action, notify appropriate management and authorities in accordance with established procedures.
Schedule wake-up calls or set wake-up clock.
Sort and process guest related mail in accordance with established procedures.
Maintain fax machine and send/receive guest faxes. Process appropriate charges for this service.
Explain and demonstrate TDD operations for guests.
Maintain a clean and safe phone area.
Be familiar with reservation procedures and assist as needed.
On time and at work when scheduled, and in proper uniform.
Attend department meetings as scheduled.
Consistent professional and positive attitude and actions when communicating with guests and associates.
Report any incidents of guest dissatisfaction or other matters of significance to manager / supervisor so that corrective measures may be taken.
Comply with policies and procedures. Practice safe work habits and comply with sanitary, safety, security and emergency procedures. Write shift reports including reports on any incidents of theft, accidents or injuries when assigned. Check with manager / supervisor before leaving work area for any reason.
Perform special projects and other responsibilities as assigned. Participate in task forces and committees as requested.
Any other tasks / duties as requested by management.
QUALIFICATIONS The Company may consider equivalent combination of acceptable education and experience providing the knowledge, skills and abilities cited below.
Education and Experience:
High school education or equivalent experience. Pleasant phone voice along the consistent proper use of the English language is required. Customer service background and familiarity with hospitality industry practices preferred.
Skills and Abilities:
Ability to understand and provide friendly guest service. Ability to properly use communication equipment and promptly respond to callers. Ability to remain calm, take proper steps, and direct others in an emergency. Ability to ensure release of any Company, hotel, brand, and guest information is consistent with privacy policies, practices and regulations. Ability to timely compile facts/figures, identify and investigate issues and resolve basic matters. Ability to follow an appropriate course of action based on policies and procedures. Ability to operate a computer, calculator, phone and other office equipment. Attention to details with good organizational and efficient time management skills.
Consistent professional attitude and behavior with effective listening and communication skills. Ability to work in a fast paced environment, sometimes under pressure, while remaining flexible and efficient. Ability to satisfy the legal requirements for employment within the jurisdiction.
Working Conditions & Physical Effort:
Work is normally performed in an interior hotel environment. While performing job duties, the associate speaks, listens, completes documents, processes requests and operates office equipment such as a telephone, calculator, computer, copier and fax. Physical requirements include extended periods of sitting, standing and/or walking, bending, reaching, pulling, pushing, kneeling, and lifting up to 50 pounds. The job requires close vision with or without corrective lenses. This position may be required to operate a motor vehicle.