Job Description
Morning, Day and Evening Shifts. SUMMARY: Responsible for answering and transferring phone calls, checking guests in and out of the hotel, taking reservations and interacting with guests to provide the best quality service possible. Performs sales and customer service functions related to guest registration, reservations, and revenue collections, in a manner that will ensure hotel guests receive a secure place to stay with friendly, attentive service. SHIFT: Morning and mid-shift primarily; flexibility is a plus. ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide exceptional customer service to all hotel guests, making their stay as comfortable. Communicate with Housekeeping regarding VIP arrivals and expediting VR rooms. Communicate pertinent shift information to Manager/Supervisor and team members both verbally and in writing. Pass on pertinent information to next shift: Group information, current selling strategy, follow-up required for guests or shift responsibilities. Assist team with training, supplies and support in order to consistently provide quality service. Register guests, assign rooms, & issue room keys. Make courtesy call to guests to assure their complete satisfaction with their room, etc. Make and confirm reservations. Present statements to and collect payments from departing guests. Provide solutions to problems for guests, associates and management. Use empowerment to exceed associate/guest expectations and resolve conflicts. Posting charges and expenses to the folio for the meeting room for guests. Deliver requested amenities to guest rooms (rollaway beds, cribs, pillows, blankets, towels, small amenity items, etc.). Count drawers, make deposit drop verified by witness, and run initials. Close and balance shift. Communicate with Housekeeping Supervisor regarding early and late check-ins, checkouts, stay-overs, and special requirements for amenities. May perform housekeeping and minor maintenance duties as needed or requested by management. Use empowerment to exceed associate expectations and resolve conflicts. Remain highly visible and be readily available for guests at all times. Take initiative to offer assistance or answer questions throughout the Resort. Proper administration of key control. Willingness and ability to train new associates. Complete maintenance work orders in a timely manner. Perform all shift checklist responsibilities. Support team members to ensure the team’s entire workload is completed daily. Perform other duties as required. SUPERVISORY RESPONSIBILITIES : None QUALIFICATION REQUIREMENTS : To perform this job successfully, an individual must be able to perform each duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the job functions Education and/or Experience: High School diploma or GED preferred. Six months to one year related experience preferred. Knowledge, Skills and Abilities: Ability to maintain confidentiality of business and financial matters and information related to the property, owner(s), partners, guests, associates, etc. Good interpersonal skills. Ability to work in a courteous, tactful and patient manner with other associates, management, guests, vendors, suppliers, and other members of the general public conducting business with the property. Ability to communicate effectively verbally and in writing and excellent telephone skills. Ability to work in a fast-pace, high-energy and demanding work environment. Basic knowledge of hotel operations or ability to learn quickly. Ability to work as a team player with all levels of associates. Dedicated, hard-working, self-motivated. Good time management skills; multi-tasks skills; ability to prioritize; and coordinate details. Flexibility to adjust work priorities as necessary. Practice safety standards at all times. Computer skills required. Complete knowledge of Emergency Equipment Manual, i.e., utility and water shutoff equipment, fire alarm system/panel and emergency procedures, etc. SPECIAL REQUIREMENTS: Prompt and regular attendance. Work flexible hours and/or overtime as required. The hotel operates 7 days a week, 24 hours a day. Department schedules must accommodate fluctuating business demands and associates may be asked to work shifts other than those t