POSITION PURPOSE:

Answer internal and external telephone calls in a friendly and courteous manner, direct calls through the hotel switchboard. Input wake-up calls and messages into the system, retrieve messages as requested. Actively coordinate communications within the hotel including emergency procedures, alarms, life safety, natural disaster, and shuttle van services, acting as a liaison to all appropriate local Emergency Services.

EMPLOYEE BENEFITS:

• Dental Insurance
• Vision Insurance
• Medical Insurance
• Supplement Insurance
• Employee Discount Program
• 401K Match 
• Paid Time Off (Vacation and Holidays)
• Free Employee Parking
• Free Employee Shift Meals
• Employee Assistance Program
• Wellness Incentive Program
• Employee Award Program (Lago Mar Five Star) 
• Referral Program

ESSENTIAL FUNCTIONS:

Promptly answer telephone calls speaking English, greet callers with a positive and clear voice. Listen to ascertain the correct extension. Reading and using a moderately complex computer console, direct calls to appropriate line. Requires sitting in a confined space for long periods of time to continuously perform essential functions. Transcribe complete messages and repeat information to verify accuracy. Input and retrieve messages from the computer as requested. Read and verbally recite exact messages for guests. May include recording reservations during special hotel programs. Receive wakeup call information, input cautiously into the automated wake-up system, and verbally confirm time to guest. Act as liaison between guest and security, guest services or engineering. Provide timely information via paging system and two-way radios to employees in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc. Briefly answer basic inquires, such as time, extension numbers, outlet hours, etc. Remain calm and polite especially during emergency situations and/or heavy hotel activity. Listen to details to identify nature of problem and respond appropriately in accordance with established procedures. Initiate emergency response as necessary and legibly documents pertinent details. Resolve complications and complaints such as missed wake up calls or missed messages using previous experience and good judgment.

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the hotel.
 
 • Operate facsimile machine to send, receive, and log transmissions. Notify guests using the message function of the computer of incoming faxes, package and express mail deliveries.
 • File departure registration cards alphabetically error-free.
 • Maintain an alert, attentive, calm and reassuring tone of voice.
 • Be responsive to guests’ requests by communication their needs to appropriate departments in a prompt and courteous manner.
 • Other duties and special projects as assigned by the supervisor such as room reservation processing, selected guest service functions.
 
SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY
 
 The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation.
 
 • Ability to effectively deal with employees and customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger and collect accurate information.
 • Considerable ability to listen effectively and speak English clearly on the telephone in a polite and understandable manner.
 • Ability to access and accurately input information using a moderately complex computer system.
 • Ability to read the English language to fully comprehend and communicate clearly all guest messages.
 • Ability to sit and continuously perform essential job functions in confined spaces in close proximity to other employee

QUALIFICATION STANDARDS 

Education:
Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge, skills and abilities necessary to perform the functions of the job.
 
Experience:
Prior hospitality and/or communications experience preferred.

Licenses or certificates:
No special licenses required.

Grooming:

All employees must maintain a neat, clean, and well-groomed appearance (specific standards available).

Equal Opportunity Employer (EOE) Minority/Female/Disabled/Veteran (M/F/D/V) Drug Free Workplace Lago Mar Beach Resort is a 24 hour/7 day a week operation. All positions currently posted require flexible days, weekends, and holiday availability to meet the business needs.