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REPORTS TO: Front Office Manager, Assistant General Manager, General Manager

Purpose for the Position: Provide exceptional service and pampering to hotel guests.

Essential Responsibilities:

• Professionalism and high ethical standards are required and should be exerted at all times.

• Call guests arriving the following day to review reservation and determine special needs and requests.

• Greet guests upon arrival.

• Assist guests with room reservations, check guests in and out upon arrival and departure if required.

• Establish call back program to contact guests who have arrived to ensure their comfort and to offer assistance.

• Assist sales in hotel tours and family trip events. Assist with tours of the hotel for business, educational, and social organizations.

• Perform operational duties, if required, from assisting at the front desk, taking reservations, and acting as PBX operator.

• Possess fluent knowledge of the city and geography of surrounding areas.

• Knowledge of the restaurants, amenities, clubs, and tourism industries to provide to hotel guests.

• Review VIP and package arrivals daily.

• Personally develop relations with well-established services: bonded baby-sitters, florists, beauty and barber shops, etc.

• Make reservations for guests in all facets of the hospitality industry: restaurants, airlines, car rentals, entertainment, movies, shows/plays, etc.

• Maintain follow-up log for communication between Concierges.

• Adapt to constantly changing situations and personalities of guests, ensuring quality service to all guests. Maintain decorum in stressful situations. Project warmth, care and concern for all guests along with proper etiquette.

• Attend hotel and department meetings.

• Perform Front Office Clerk duties as directed.

• Perform other duties as assigned by Management.

To do this kind of work, you must be able to:

• Must be an outgoing and welcoming personality for the hotel.
• Previous spa and hotel experience preferred.
• Make decisions based on own judgment and company policy.
• Follow instructions without close supervision.
• Be available for work days, weekends, and holidays.

Physical Demands: Indoor clerical, walking the hotel, working outdoors poolside.

Environmental Conditions: Outdoors by pool when needed.

Math Skills: Requires mathematical development sufficient to be able to: Add and subtract.

Language Skills: Must have developed language skills to the point to be able to: Read instructions, rules, etc. Fluent in English and other languages a plus.

Relationships to Data, People and Things:

Data: Comparing: Judging the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

People: Serving: Attending to the needs, requests or the expressed or implicit wishes of people. Immediate response is involved.

Things: Handling: Using body members, hand tools and/or special devices to work, move or carry objects or materials. Involves little or no latitude for judgment with regard to attainment of standards or in selecting appropriate tool, object or material.

Specific Vocational Preparation: Specific vocational training includes an occupationally significant combination of: vocational education, apprentice training, in-plant training, on-the-job training, or essential experience in less responsible jobs which lead to the higher job or serving in other jobs; anything beyond short demonstration up to and including 30 days.

(ref. 55176)