Responsible for providing information to guests and visitors via the telephone while providing courteous and friendly guest service.
Essential functions as defined are ILLUSTRATIVE ONLY and not a comprehensive listing of all functions and duties performed by incumbents within this classification. Essential duties and responsibilities may include, but are not limited to, the following:
- Receives and screens incoming telephone calls within 3 rings, providing factual information which may require the interpretation of policies and procedures; takes messages or refers the caller to the proper person/department.
- Ensures privacy of guests, owners and staff as outlined in hotel standards.
- Administers guest voice mail systems.
- Maintains and updates regional/international directories and telephone A-Z reference guide.
- Ensures relevant group check-out is communicated.
- Pages guests for telephone calls per established policy.
- Maintains awareness of hours of operation for all entities with the hotel as well as daily functions.
- Assists with front office duties as needed.
- Maintains awareness of room details in order to process reservation requests or cancellations if needed.
- Assists with charges and payments to guest, owner and house accounts.
- Directs logistics of multiple phone lines.
- Maintains clean and neat work area.
- Monitors emergency phone system and fire control panel.
- Administers hotel wake-up program.
- Observes safety precautions required to protect hotel and guest property.
- Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team.
- Demonstrates courteous and cooperative behavior when interacting with public and staff; acts in a manner that promotes a harmonious and effective workplace environment.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge and/or skill required.
Education and Experience:
High School Diploma/GED; AND one (1) year of clerical/administrative experience; OR an equivalent combination of education, training and experience.
Required Knowledge and Skills
- Policies and procedures of the department.
- Use of specified computer applications involving word processing, data entry, hotel operating system (SMS) and/or standard report generation.
- Resort communications and fire alarm systems.
- Amenities, services, rooms and activities of property.
- Office administrative practices and procedures.
- Business letter writing and the standard format for typed materials.
- Record keeping principles and practices.
- Correct business English, including spelling, grammar and punctuation.
- Techniques for dealing with a variety of individuals from various socio-economic, ethnic and cultural backgrounds, over the telephone.
- Determining the nature of a call or visit and recommending appropriate actions or solutions.
- Speaking English effectively to communicate over the telephone.
- Resolving varied office administrative problems.
- Organizing, maintaining and researching office files.
- Composing correspondence independently or from brief instructions.
- Compiling and summarizing information and preparing periodic or special reports.
- Using initiative and independent judgment within established procedural guidelines.
- Organizing own work, setting priorities and meeting critical deadlines.
- Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.
- Establishing and maintaining effective working relationships with those contacted in the course of the work.
Pay: from $14/hour
Job Status: Full Time, Seasonal