Hotel Guest Services Host

1 LEGOLAND Blvd, Goshen, NY 10924

At LEGOLAND New York Resort – Earn AWESOME Benefits, Build AWESOME Memories, and Make an AWESOME Difference. With our Theme Park, Hotels, Mini-Land and more - the opportunities here at LEGOLAND are endless!

About the Role

At the LEGOLAND® Hotel our Guests will have a unique Guest Journey through our contactless Hotel experience. Under the general supervision of the Guest Services Assistant Manager, the Guest Service Host is responsible for guest registration, guest check-in & check-out and any assistance that the Guest may need throughout their stay. The position is also responsible for facilitating or helping in case of guest queries/requests. The Guest Service Host shall provide efficient service to guests in the lobby area and ensure implementation of policies and procedures in line with the standards of the Hotel.

Role Description

• Checks house status - check supplies to ensure that stock is enough for the expected business within the covered shift and/or for the day.

• Obtains briefing from previous shift on outstanding matters requiring further attention.

• Prior to arrivals, prepares all needed documents (key cards, welcome folders, etc.) to facilitate check-in.

• Performs check-ins and check-outs efficiently, ensuring guests’ satisfaction.

• Acknowledges and welcomes guests as soon as guest enters the hotel lobby area

• Assists Guest and Kiosk for the following:
  
  • Guest reservation
  • Guest history
• Assists guests in completing registration, reviewing entries to ensure important details are included. Responsible for following up on incomplete details. (Ex: Emails & Payment)
• Directs guests to appropriate lifts and coordinates with Bell staff to bring guests luggage to the room.
• Review shift reports.
• To check in guests according to procedure.
• To be alert and ready without any delay always to provide immediate attention for approaching guest.
• To be discreet when giving guests names and room numbers.
• To attend departmental meeting and training programmes when requested by the management.
• Reports to Guest Service Assistant Manager of guests’ complaints immediately. However, should handle minor ones so as not to delay the guests at the Kiosk.
• To check out guests and make sure guest settles all bills upon departure.
• To carry out any other related duties as assigned by the immediate manager.
• Must be familiarize with all necessary operational components: Kiosk, ALICE, Radios, Opera, Key System (VingCard) Google Nest.
• Must be able to know all Food and Beverage outlets; operational times to be able to recommend to guests.
• To report for duty on time wearing the correct uniform and name tag always.
• Take extreme care with personal grooming in order to maintain a consistently high level of professional appearance.
• To make sure that all Risk Assessment hazards are complying.

Lost and Found:

Care of Equipment:

•Ensures proper maintenance of equipment in the area of assignment
•Ensures timely reporting of malfunction or maintenance deficiencies to appropriate area

Others:

•To extend fullest co-operation to working colleagues and to coordinate and work closely with the Guest Services Assistant Manager, Bell/Valet Service, and all other departments within the Hotel.
•To maintain cleanliness of the Kiosk area always.

Communication:

• Interact with other departments to provide additional or specialized guest services

HSS:

• Ensures internal compliance with maintenance, safety and security procedures by following established ASTM (American Society for Testing & Materials International), NEC (National Electrical Code), NSF (National Science Foundation), OHSA as well as state and local codes.
• Ensure full compliance of policies and procedures set forth within the Health, Safety & Security in the workplace and in line with the Merlin Entertainments Group Policy.
• Understand risk assessments within own workplace and ensure reporting of any new risks to appropriate manager.
• Compliance of safe working procedures for work activities within one’s job role, but cognizant of the effects on others prior to the activity/function.
• In cases of incidents or accidents ensure appropriate reporting is done in a timely manner to the duty manager.

About You

• Friendly, outgoing personality
• Well-groomed appearance
• Ability to make a child’s day memorable
• Work as part of a team
• Dependable and Responsible (after all our guests depend on you!)
• Ability to work outdoors in any weather condition
• Ability to stand/walk for long periods of time, and long distances
  
• Flexible Availability around park hours (peak and nonpeak times)
  
• Ability to work nights/weekends/holidays through agreed upon employment

The Perks

Here at Merlin, we do it all for the love of FUN and if that wasn’t enough, we also have these magical benefits, exclusive to our awesome employees; Merlin Magic Pass which give you free admission to Merlin attractions, discount in our retail shops and restaurants, opportunities for career development within our exciting global organization, and much more!

Who We Are

We're part of the Merlin Entertainments family - linking us to iconic brands such as Madame Tussauds, The London Eye, SEA LIFE and much more!

Here at LEGOLAND New York Resort We thrive on innovative thinking and big ideas!!! For that reason, this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with this role. We create magic and invaluable experiences for our guests every day, and while this job description is intended to be an accurate reflection of what you will do here with us, we cannot guarantee you that creating magical moments won’t come with new and amazing adventures that can make your day different! Come work with us and you will see how at LEGOLAND New York Resort no two days are the same.

Everyone Matters at Merlin.

At Merlin we welcome the world to our magical attractions and resorts every day and we want to reflect that same multicultural mix inside our business too. We strive to create an inclusive and diverse workplace where people can be themselves, have the same opportunities and thrive together. Because at Merlin, everyone matters! Together, we work to create a workplace where everyone feels valued, no matter their age, race, gender, disability, protected veteran status or sexual orientation. Although we understand that we'll always be learning and growing, we aim to be the most inclusive and flexible employer in our industry.

If you have any questions, concerns, or additional support needed to succeed in an interview, please get in touch with our friendly team to find out how we can help: LLNYR-HR@LEGOLAND.com.