Job Description
SUMMARY
Associate will be responsible for appropriately training staff to uphold proper front desk etiquette and procedures, check guests into hotel rooms as well as out, act as a resort ambassador with each guest, maintain expected guest service standards and operational procedures and maintain training and departmental procedures.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• To organize and implement training and cross training program for staff
• Maintain and update both training and trainers manuals
• Motivate and coach staff to maintain and exceed expected performance levels
• Maintain the integrity of room inventory on a daily basis by reviewing and reacting to daily report including but not limited to arrivals, specials, key inventory, potential room revenue
• Maintain accurate statistics for the front office including house counts and timekeeping reports
• Participate in maintaining operations within budget guidelines
• Enhance guest satisfaction by innovatively responding to and recovering from guest concerns with diplomacy, tact and empathy
• Manage all procedures for cash control
• Manage all safety and emergency procedures for the Front Desk
• Organize departmental materials and maintain par stocks
• Maintain the housekeeping needs of the front and back office
• Perform management responsibilities in the absence of Guest Services Manager or Assistant Front Desk Manager.
• Check in and out guests when necessary
• Acts as Manager on Duty when Manager or Assistant Managers are not present
• Must understand and abide by environmental practices of the resort.
• Other duties as assigned
EDUCATION/EXPERIENCE
Prior experience in front desk operations or customer service is preferred as well as prior experience in a leadership role.
OTHER SKILLS AND ABILITIES
This position requires the associate to possess excellent guest service skills with a high energy level. Individual should possess good oral and written communication skills as well as be detail oriented. Associate should have the ability to type and input data into a computer database and be moderately familiar with Microsoft office software (Word, excel, etc.). Experience with LMS is a plus.
SUPERVISORY RESPONSIBILITIES (If applicable)
This position oversees all employees of Guest Services. With the assistance of the Guest Services Manager, will administer disciplinary action, perform evaluations, plan the workday of employees and do scheduling.
TYPICAL PHYSICAL DEMANDS
Associate must be able to stand for long periods of time and lift up to 25lbs.
TYPICAL MENTAL DEMANDS
The ability to work unsupervised for long periods of time, to handle multiple tasks simultaneously, and work well under pressure is a must.
WORKING CONDITIONS
This position requires one to be indoors. Individual may have to cope with varying noise levels.
Native American Preference will apply. Must be able to pass a background investigation and drug screen as a condition of employment. This job description is not intended to be all-inclusive. An employee will also perform other reasonable related job responsibilities as assigned by their supervisor and/or other management of the Resort to meet the current needs of the department or business.
