POSITION RESPONSIBILITIES/DUTIES:

• Provide excellent service consistent with the property’s core service standards and brand attributes.
• Proactively greet, interact, and assist resort staff in a professional manner to foster and promote a cooperative and harmonious work environment.
• Meet the demands of a fast-paced environment by using good judgment and the ability to multi-task.
• Answer incoming guest, internal calls and radio communication.
• Practice teamwork, create a positive work environment, greet fellow employees and thank them when they lend assistance.
• Support and follow company policies, legal requirements, and guidelines of the Collective Bargaining Agreement.
• Contribute to a positive, empowering work environment by setting the example and consistency of day to day work habits.
• Maintain confidentiality of department affairs.
• Provide and maintain accurate occupancy information and events, provided by various resources on a monthly and weekly basis.
• Distribute and retrieve keys, radios, blackberries and properly sign-in and out daily.
• Assist outgoing & incoming shifts with accounting for and turning over of paperwork, equipment and keys.
• Log all calls on the proper forms.
• Check status and update guest rooms
• Input entries into HOTSOS for Houseperson calls.
• Prepare and print all Housekeeping Department reports.
• Input maintenance work orders into HOTSOS (maintenance tracking system).
• File Housekeeping Department forms and reports.
• Respond to and resolve guest and/or employee issues in a timely manner; help solve problems with the ability to anticipate, recognize, evaluate, and resolve potential difficulties.
• Participate in processes that encompass the Company’s diversity commitment.
• Work closely with supervisory and managerial staff to develop overall skills and growth.
• Oversee the daily execution and distribution of departmental reports to ensure accuracy and completeness.
• Be knowledgeable of department and hotel goals.
• Own all requests and complaints; resolve issues immediately and follow-up to ensure the guest’s satisfaction.
• Be knowledgeable of hotel information to answer guest inquiries.
• Identify and report defects throughout the hotel; notify supervisors immediately of hazards, injuries, equipment or processes that negatively affect the operations.
• Participate in the property’s sustainability initiative through energy conservation and the use of recycling programs and materials.
• Ensure hotel property and equipment is properly used and maintained.
• Check call-in logs and replace when needed
• Schedule Employees by classification and occupancy daily
• Prepare weekly schedules
• Call Employees in to work
• Accept calls from employees.
• Documentation of calls
• Pull GRA tickets from the LMS ensure room counts match for credit counts to prepare schedule for proper amount of GRA for the day.
• Other job-related duties as requested.

EDUCATION and/or EXPERIENCE:

Required:

• Excellent customer service skills
• Experience handling multiple phone lines
• Ability to operate office equipment
• Ability to take initiative and exhibit flexibility
• Interpersonal skills to effectively communicate with all business contacts
• Ability to effectively communicate in English, both oral and written forms
• High School Diploma.

Preferred:

• Previous experience working in a similar resort setting.