PBX Duties : Responsible for answering all calls from the main switchboard. Transferring internal and external calls to appropriate area, handling wake up call requests, do not disturb requests, call screening requests and sorting / logging / distributing of all messages and incoming faxes on the hotel's main fax number.
Reservations Duties : Responsible for inputting reservations, cross referencing arrivals lists from various systems, entering traces, proper coding, filing, etc.
Coordinate details of each reservation to ensure the guest's satisfaction. The agent's demeanor should reflect the quality of the hotel to our potential guests.
Respond to emails for hotel (general and reservations).
Housekeeping / Engineering Duties : Responsible for coordinating guests and / or internal staff housekeeping and engineering requests.
Logging requests, dispatching requests then subsequently following up to ensure the request has been completed. A positive attitude, knowledge of the hotel and attention to detail are all traits our agents are required to have.
REPORTS TO : Director of Front Office
ENTRY LEVEL QUALIFICATIONS : EDUCATION : High School diploma (some college is preferable).
EXPERIENCE : Must have experience in Front Desk Operations at a luxury hotel
PERSONAL QUALIFICATIONS :
Able to listen to and understand callers needs.
Able to communicate in a professional manner.
Able to maintain composure and sustain attention when confronted with interruptions and stressful situations.
Able to apply common sense to carry out requests and instructions .
Reading, writing and oral proficiency in the English language.
Previous hotel and computer knowledge with typing skills preferred.
Well organized and able to prioritize in a busy environment.
Have a working knowledge of telephone system.
Have a working knowledge of hotel computer system.
Maintain accurate administrative files.
Manage time to allow for the completion of tasks.
Must have good written and verbal communication abilities.
Interact in a professional and courteous manner with all guests, coworkers and supervisors.
Process all internal reservations according to the hotel's standards and policies.
Answer all calls according to the hotel's standards.
Any written material generated from this office is to be of the highest possible quality.
Agents are often the first guest contact. As such, must act in the exemplary manner of all hotel representatives.
POSITION RESPONSIBILITIES AND FUNCTIONS :
The ability to handle several telephone calls at any given time.
The ability to answer the telephones professionally and cheerfully, including transferring and routing misdirected calls and taking messages.
Serve all inquiry calls by providing a quick and accurate answer, or guiding the caller to the best source for assistance.
The ability to recite all information regarding hotel facilities, hours of operation, key personnel, special activities and functions in the hotel.
The ability to give adequate directions to the hotel from any location.
The ability to organize, sort and direct incoming faxes and messages.
Full knowledge of hotels features, facilities and services. Have the ability to communicate them in a simple and effective way which promotes reservations.
The ability to utilize the computer system in retrieving, updating and inputting room reservations.
The ability to successfully complete a room reservation for any given time period knowing what types of accommodations, rates and special services are available.
In addition, the ability to properly code all said reservations as to the guest type, source, origin, travel agent, etc...
The ability to participate in problem solving situations while keeping the Front Office Manager or Director of Front Office well informed.
The ability to utilize the guest history program to ensure maximum accuracy and recognition.
The ability to process internal reservations, management reservations, reservations from the GDS, gift certificate, house / comp requests, travel agent discounts, faxes and emails.
Verbally communicate to the Front Office same day reservations. Send written fax confirmation or email confirmations of all reservations made internally via fax or email.
Adhere to all accounting department standards regarding payment.
The ability to respond properly in any hotel emergency or safety situation.
The ability to perform other tasks or projects as assigned by hotel management and staff.
ORGANIZATIONAL VALUES : Maintain a safe, clean and orderly workstation. Supplies and information are readily available throughout shift.
Know how to maintain, update and cross reference information so it can be easily accessed by anyone. File all paperwork according to departmental standards.
LEADERSHIP RESPONSIBILITIES : Take the extra step to serve our guests. (ex : offer a direct dial number for a manager for future reference when appropriate).
Address any potential problems quickly. If necessary, advise a supervisor.Share your knowledge. Always offer to assist coworkers when you are able.Show initiative.
TECHNICAL RESPONSIBILITIES : Note : All requirements are subject to possible modification to reasonably accommodate individuals with disabilities.
Utilize operators console to its full potential.Develop an understanding of how and why we use each reservation computer code.
Work with computers, printers, telephones, fax machines and photocopiers.Promote concierge and spa services to guests when appropriate.
Pass any pertinent information to the concierge and / or spa.