JOB DUTIES AND RESPONSIBILITIES

• Greets guests as they arrive, focusing on personal recognitionin a warm and authentic manner
• Reviews arrival list daily and assists in preparing, assembling and delivering welcome amenities
• Escort VIPs to room and check them inpriorto arrival
• Answer the telephone within three rings with a smile and answer questions accordingly or transfer as needed
• Responsible for issued bank - count bank at beginning and end of shift.
• Ensure that all cash drops are done in accordance with proper cash handling procedures and report all cash over/ shorts to management
• Maintains front desk area to be clean and organized
• Monitor and promptly answer guest questions and requests through property management system SMS in accordance with brand standards
• Ensure each shift begins by reviewing resume binder, Front Office Announcements board and pass on with the associate who just concluded shift
• Ensure uniform is clean and pressed and worn to each shift
• Alerts management of low inventory items that need to be re-ordered (keys, key packets, grab & go items, office supplies)
• Monitor and restock grab and go and guest amenities
• Assisting with lobby activation as needed
• Assist guests with concierge services and act as a local insider when recommending restaurants, attractions, and activities
• Offer luggage assistance and storage to guests
• Ensure all scheduled shifts that are switched are approved by a manager in advance
• Utilize proper procedures when handling guest PPIdata
• Understands the key points to communicate for a Graduate Arrival experience
• Follows through and feels ownership of guest requests throughbrand and property mandated channels (ie PMS, property management system, walkie talkies)
• Resolves guest complaints in a professional and efficient manner
• Promotes Graduate Culture by exhibiting the 5 pillars of our mission
• Actively participates in brand wide programs including but not limited to upsell, email capture
• Responsible for assisting management with on-the-job training of new associates
• Always retrievenecessaryidentification documents and form of payment uponguestarrival
• Responsible for completing shift check list upon conclusion of every scheduled shift
• Promote and participate in brand wide initiatives
• Adherence to the attendance policy and procedures
• Other duties as assigned

EDUCATION AND EXPERIENCE

• Prior Customer Service Experience
• High School Diploma/GED

KNOWLEDGE, SKILLS AND ABILITIES

• Basic computer skills
• Ability to communicate effectively verbally and inwriting
• Ability to exceed expectations of guests and team members
• Excellent time management skills

PHYSICAL DEMANDS

• Prolonged periods sitting or standing at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

• Graduate Hotels is an Equal Opportunity Employer.