BASIC FUNCTION: To balance the day's accounts and to perform related hotel front desk duties. Shifts to include Weekends and Holidays and shifts 3pm-11pm and 11pm-7am.
CHARACTERISTIC DUTIES & RESPONSIBILITIES
Deal regularly with guests and owners regarding various problems. Cover front desk activities such as check-in and check outs, cover switchboard, take reservations, respond to guest requests, and dispatch emergency calls and the like. Perform various specialized clerical tasks related to maintaining reservations, records and information systems. To facilitate communications and operations in the Hotel
Prepare various reports involving reservations data from the computer system for planning and projections purposes. Distribute information to appropriate company personnel and departments.
Carry out all front desk and guest service functions; investigate problems and determine appropriate methods of resolving them, referring unusual problems to supervisor when necessary.
Answer a variety of calls and inquiries from guests, and handle routine problems, referring more unusual or difficult problems or complaints to supervisor or other appropriate staff member. Log calls.
Act as communication center for departments to monitor and coordinate nightly activities and emergency responses. Monitor all communications to keep up to date on activities and to dispatch calls and messages.
Prepare various logs and other records related to assigned duties such as: telephone listings, lost and found, facilities reports, group information, guest license plate numbers, key control information, etc. Relay maintenance and housekeeping requests to proper staff members on AM follow up.
Perform guest check out procedures. Take care of keys and keycards.
Respond to incoming phone inquiries, provide a variety of information about company services, programs, recreational facilities, activities and events, and general information about the area.
Perform related clerical tasks as assigned.
Follow all safety standards and procedures. Perform duties in a manner to maximize safety and minimize risk to self and others.
Handle all Guest concerns in a professional and timely manner.
Ensure facility cleanliness standards are consistently maintained.
Reports to: Front Desk Manager or Hotel General Manager.
Basic education (high school), plus one year of relevant clerical or travel industry experience, or a combination of education and experience from which comparable knowledge and skills are acquired.
Good computer skills, to include experience with Microsoft Excel, Word, Outlook. SMS experience preferred.
Good filing and record keeping skills.
Good basic reading, spelling and math skills.
Ability to converse clearly and comfortably with many different types of people, and to deal courteously and efficiently with customers and owners as well as other company personnel.
Ability to learn variety of information about the company's lodging and recreational facilities, packages and services, as well as general information about the area.
Ability to identify and respond quickly and effectively to emergency situations.
The individuals in the Lodging Department work as a team, flexing with the business and team needs. Responsibilities, duties and the requirements for this position may change or increase at any time, with or without a change in title, benefits or salary. Like most other jobs in the ski, resort and hospitality industries, this position requires a flexible schedule, possibly working outdoors in all elements, working holidays, weekends, events, and long hours as necessary.