Job Description

SUMMARY:
Responsible for providing information to guests and visitors via the telephone while providing courteous and friendly guest service.


ESSENTIAL FUNCTIONS:
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.

QUALIFICATIONS:


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
Knowledge of:

  • 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.

Skill in:

  • 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.