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.

Skills / Requirements

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.