Job Description
Job Details
Description Duties are as follows but not limited to:
- Uphold and adhere to the Hotel Emma Purpose of Being, Service Promises and Values & Behaviors.
- Maintain knowledge of daily house count, arrivals/departures, VIPs, scheduled in-house group activities, locations and times.
- Maintain complete knowledge of guest room types, locations and room numbers/names.
- Handle incoming calls with an emphasis on guest service according to the Standard Operating Procedure for Telephone Etiquette, communicating information, and influencing call conversion.
- Processes work order/guest requests through designated systems and channels.
- Handle incoming telephone calls and internal telephone calls from guest rooms and other hotel departments. Field guest requests in a professional, proactive manner.
- Be familiar with all Hotel services, features and local attraction, activities to respond to guest inquiries accurately.
- Resolve guest complaints, ensuring guest satisfaction and briefing the Manager on Duty.
- Actively respond to all guest room and Food & Beverage Outlets’ reservation inquiries in a professional manner according to the Standard Operating Procedure.
- Provide support to the Group Rooms Coordinator where necessary which includes and not limited to rooming list, research and update profiles to identify VIPs and setting up billing.
- Work closely with co-workers to complete the checklist.
- Interact with other team members in a professional manner, and assist other departments as needed.
- Communicate all pertinent information to the Front Office Manager and Assistant Front Office Manager.
- Report to work for scheduled shift, on time and in accordance with company policy.
- Know and comply with all company policies and procedures pertaining to this position and its duties.
- Takes pride in personal appearance and follows hotel grooming guidelines.
- Be knowledgeable of all emergency procedures and hotel policies.
Job Requirements - Position requires effective communication with guests and co-workers.
- Ability to present and conduct oneself professionally and emulates the Hotel Emma Culture.
- Twelve months related experience and related experience with Micros Point of Sale System.
- Ability to work an early morning/evening/night schedule with shifts ending as late as 11:30pm.
Working Conditions/Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Ability to lift up to 20 pounds. Prolonged sitting, standing, and bending without restrictions. Schedule will reflect business demands. Long and unusual hours on occasion. Strong listening skills and empathetic ear for guest related concerns.
Job Tags
Local area, Shift work, Night shift, Afternoon shift, Early shift,