POSITION OBJECTIVE
Answer internal and external telephone calls in a friendly and courteous manner and direct calls through the hotel switchboard. Input wake-up calls and messages into PMA system (Versa), retrieve messages as requested. Input service requests and issues into Hotsos as well as Versa while communicating with appropriate departments. Follow-up with guests to ensure satisfaction. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local Emergency Services.
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ESSENTIAL JOB FUNCTIONS
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Greeting all guests upon arrival with a warm welcome.
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Promptly answer telephone calls, greet callers with a positive and clear voice. Listen toascertainthe correct extension.
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Reading and using a moderately complex computer console, direct calls toappropriateline.
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Maintain performance standards of front office personnel toward guests.
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Diplomatically handle guest complaints, including situations that arise whenhotel isoversold, irate guests, etc.
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Maintainaccuraterecords of accounts at the front desk, making sure all posting is correct according to procedure.
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Keep open communication between front office departments and key departments.
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Assistfront desk supervisors as needed.
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Relieve and substitute foremployeesas necessary.
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Review the logbook daily for information frompreviousshifts, keep all staff up to date on any updates.
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Provide the Director of the Front Office with reports as needed.
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Ability to work effectively with Front Office Supervisors, bell staff,doormenand valet.
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Maintain a positive relationship with fellow employees.
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Maintain forms, valet tickets, claim tickets,requisitionsand communication items.
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Utilize bell carts, luggageracksand master keys.
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Ensure all records for bell/valet gratuities areaccurateand turned in ona timelybasis to the Director of the Front Office.
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Interpersonal communication skills are necessary for this position.
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Must be able to work a flexible schedule including day/night shifts,weekendsand holidays
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Computer knowledgerequired.
REQUIRED SKILLS AND ABILITIES
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Self-starting personality with an even disposition.
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Maintain a professional appearance and manner at all times.
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Cancommunicate well with guests.
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Must be willing to “pitch-in” and help co-workerswith their job duties and be a team player.
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Ability to effectively deal with associates and customers, some of whom will requirehigh levelsof patience,tactand diplomacy to defuse anger and collectaccurateinformation.
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Ability to access and accurately input information using a moderately complex computer system.
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Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other associates.
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Must be able to work a flexible schedule including day/night shifts,weekendsand holidays
EDUCATION/EXPERIENCE
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High School Diploma plus some college,previousfront desk / guest service experience in a supervisory capacity.
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Reservation knowledge is helpful.
LANGUAGE SKILLS
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Excellent service skills including etiquette and ability to work with the public.
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Knowledge of communications skills, organization skills, ability to deal with diverse clientele, golfknowledge.
PHYSICAL DEMANDS
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While performing the duties of this job, the employeeis regularly required tostand, sit, walk,bendand use hands to finger, handle or feel objects,toolsor controls.
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The employee isfrequentlyrequired to talk or listen.
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The employeefrequentlyis required touse hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.
