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Form of workBasic Job Function:
Provide friendly, attentive, and timely service to create an exceptional experience for all of our guests and members. Promote the Sea Island legacy of warm genuine hospitality. Uphold and ensure compliance with all company and departmental policies and procedures.
Minimum Requirements:
• One (1) year experience as Front Office Receptionist or Guest Services at a luxury hotel or resort preferred
• Experience working for a four or five diamond/star property preferred
• High School Diploma or equivalent credentials
• College degree preferred
• Excellent communication skills, both written and verbal
• Ability to effectively operate all hotel computer systems
• Proficient in Windows XP and Microsoft Office software applications such as: Word, Excel, and Outlook
• Must pass Receptionist, Data Entry (3,000+ cph), Telephone Message Taking, and Customer Service skill testing
• Proficient with peripherals, copier, fax, telephone and calculator
• Ability to provide simple math calculations
• Consistently aspires to fulfill our core Company values (Respect, Integrity, Passion, Teamwork, Accountability, Caring, Loyalty & Trust)
• Exhibits the Sea Island Five-Star Behavior Standards with guests, members and co-workers
• Must possess a positive attitude and have the ability to work with a variety of people and in cooperation with coworkers efficiently and effectively
• Must be detail oriented and able to manage competing priorities and multiple deadlines in a fast paced environment
• Ability to easily adapt to organizational and environmental changes
• Must be flexible to working days, early mornings, evenings, weekends, and holidays
• Report to work at the scheduled time, neatly groomed and in compliance with company Dress Code Policy
Tasks/Responsibilities:
• Help maintain and develop coastal Georgia information as a ready resource at the concierge desk
• Maintain thorough knowledge of amenities and activities
• Greet and respond to the needs of hotel guests
• Learn the names and personally recognize our regular Guests and Members
• Frequent use of guest’s names during conversation
• Directs guests to the appropriate locations
• Respond to all guest requests and follow through to assure satisfactory outcome and compliance
• Assist guests by making knowledgeable recommendations and, as requested, follow-up with Reservations and confirm of a variety of services, including but not limited to; shuttle transportation to airports, sightseeing tour information, dining, automobile rental, airline reservations, golf tee-times, hair salon and spa reservations
• Communicate with Housekeeping and Butler departments to ensure current information on status of rooms
• Provide friendly and courteous telephone manners to guests and co-workers
• Run arrival and departure reports for front office
• Read all information such as correspondence, special billing and memoranda instructions in order to be prepared for guests needs in advance
• Process registration information
• Post charges accurately to guest accounts into the register system
• Process payments and departures
• Adjust errors and correct discrepancies on guest accounts
• Enter and retrieve data to keep guest information current and to respond to internal needs to retrieve guest history
• File all records properly and keep current
• Coordinate requests for deliveries of floral, fruit baskets, wine or other gifts to guest rooms
• Work with all hotel departments to maintain maximum rapport and open communication channels to anticipate and satisfy guest’s needs and demands
• Act to solve guest problems, coordinating necessary efforts through the appropriate departments and to consistently follow-up with guests to ensure proper actions and responses have been received
• Maintain a thorough knowledge of current guest services, activities, dining options, shops, local attractions, and historical information regarding Sea Island and the surrounding area to answer any questions guests may have to the best of one’s ability
• If applicable, complete a Guest Problem Resolutions (GPR) form on any issues (solved or unsolved issues) and follow-up on issues as needed (if computer access is not available give information to admin support)
• Maintains cleanliness and organization in all work areas
• Uphold appropriate departmental standards of quality/timing
• Uphold and ensure compliance with all company and departmental policies and procedures
• Report all equipment problems and maintenance issues, known safety hazards, or unsafe practices and procedures to supervisor immediately
• Attends all scheduled employee meetings and brings suggestions for improvement
• Willing and timely execution of other duties as delegated by leadership
Physical Requirements:
• Ability to kneel, crouch, squat, climb, stand, sit, balance, reach, bend, push, pull and walk for prolonged periods
• If applicable, must have the ability to work for extended time periods in an outdoor environment, including sun, heat, cold, wind, rain, and higher than normal noise levels
• Ability to perform repetitive tasks with accuracy
• Ability to lift, carry, pull and push up to 30 lbs intermittently throughout a shift
• Ability to read, write and communicate effectively in English, both written and verbal
• May be exposed to mechanical, electrical, chemical and fume hazards
• Maintain compliance with Company Resort Professional Image Policy
