Job Description

ESSENTIAL PURPOSE: To assist the Hotel Manager to oversee staff and operations of the Front Desk, to ensure efficient, professional handling of arriving and departing hotel guests.

ESSENTIAL DUTIES:

• To understand and respond to all guest needs and requests in a timely and professional manner.
• To assist, as directed, to train, schedule, support, and monitor the performance of Front Desk and Housekeeping staff.
• To assist in monitoring and adjusting the property’s OTA inventory and pricing.
• To follow all specified procedures to satisfactorily administer the daily affairs of the Front Desk, including registering guests and assigning rooms; blocking room assignments and reservations and special attention guests; processing adjustments and check-outs; answering telephones; handling cash, credit, and check cashing transactions; filing room keys; handling mail and messages for guests; and transferring all necessary information to the next shift.
• To be completely familiar with all hotel information necessary to increase revenues and enhance customer satisfaction, including current rate structures and sales strategies; current special rates and restrictions; types and locations of rooms and suites available; and services, costs, hours, and location of all hotel amenities, facilities, and outlets.
• To develop and maintain a working knowledge of the local area, to be able to provide hotel guests, as requested, with information regarding location, cost, and hours of operation of local services, facilities, and points of interest.
• To maintain awareness of the current business level, and to be familiar with all functions and procedures of all hotel department tasks, in order to be able to assist, as needed, in these functions.
• To assign daily tasks to staff members, monitor the progress of tasks to completion, and assist with additional training if needed while acknowledging work well done.
• To maximize hotel revenue through salesmanship, status control and proper yield management.
• To supervise the daily process of cleaning the guest rooms in a timely manner while ensuring consistent standards of cleanliness.
• To monitor and manage the details and requests of upcoming reservations to ensure guest needs and requests are met.
• To be aware of arriving VIP’s and special requests, and personally ensure their proper handling.
• To assist Front Desk staff, as needed, to satisfactorily resolve guest complaints and problems, referring to Hotel Manager as needed.
• To assist Front Desk staff, as needed, to properly balance and document banks and accounts.
• To follow specified procedures to properly document to the Hotel Manager, staff infractions of policies and procedures.
• To be completely familiar with hotel emergency procedures, and provide calm, reassuring assistance to guests and fellow employees in the event of an emergency.
• To monitor cleanliness and appearance of the hotel, immediately reporting deficiencies to the Hotel Manager.
• To follow all specifications to properly handle cash transactions and maintain banks, ensuring the availability of adequate cash stock to handle transactions for the majority of the shift.
• To follow all regulations to safe-guard guest valuables, including promoting the use of in- room safes.

UNIVERSAL EXPECTATIONS:

• To follow all policies and procedures of JC Resorts LLC.
• To immediately report all suspicious occurrences and hazardous conditions.
• To maintain the cleanliness of work areas.
• To practice safe work habits at all times.
• To attend all mandatory meetings as directed.
• To effectively manage conflict and maintain professional relationships and communications.
• To perform other tasks as directed.

QUALIFICATIONS:

Education: High school diploma or equivalent required

Experience: 1 year of hotel front desk experience required and supervisory experience preferred.

Languages: English required

KNOWLEDGE & SKILLS: Demonstrated knowledge of guest service, detail oriented, organized and efficient; ability to effectively prioritize multiple assignments from different sources; able to work productively with little supervision; proactive; strong project management skills; high quality standards for work product and service; trustworthy and able to maintain confidentiality of sensitive and proprietary information; strong verbal and written communications skills; strong conflict resolution skills; courteous, friendly, and professional manner; basic math skills;

proficient in Microsoft Office 365 (Word, Excel, Outlook), Adobe Acrobat, Microsoft Teams, Zoom, internet use, and office equipment operation.

WORKING ENVIRONMENT: Works indoors in temperature-controlled, clean, and well-lighted office. Multi-level structures with stairs.

PHYSICAL/MENTAL DEMANDS: Stands/walks moderate distances, across landscaped, in hot climates, and up/down stairs. Sits at desk. Must be able to stoop, kneel, crouch, twist, bend, reach, and stretch. Uses phones and computers throughout shift. Occasionally handles and moves objects weighing up to 20 lbs. over short distances. Uses close vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Extensive reading and communication, including with individuals who may be upset and emotional. Must work to deadlines and maintain a flexible schedule.

TRAVEL: This position is not expected to travel for work.

REMOTE WORK: This position is not eligible to work remotely. The candidate must be able to work in-person during normal business hours.

AT-WILL EMPLOYMENT: The relationship between JC Resorts LLC and the employee is for an unspecified term and is considered "at will." This means that the terms and conditions of employment may be changed, with or without cause and with or without notice, including, but not limited to termination, demotion, promotion, transfer, compensation, benefits, duties and location of work.

EQUAL EMPLOYMENT OPPORTUNITY JC Resorts LLC is an equal opportunity employer and provides reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability, unless doing so would impose an undue hardship. Any requests for reasonable accommodation must be directed to: accessibility@jcresorts.com

The expected base wage for this position is: $24.00 per hour. This position may be eligible for additional compensation according to the Company’s policies, as they may be amended from time to time.