Front Desk Agent & Shuttle Driver ("Agente de Recepcion & Conductor de transporte")

POSITION PURPOSE 

Perform duties in a courteous, professional, and efficient manner, primarily focused on guest needs. Responsibilities include, but are not limited to, greeting guests, assisting with check-in and check-out procedures, handling phone inquiries, providing general information, and arranging reliable transportation for guests to local businesses, guest rooms, and hotel venues. The shuttle driver transports company employees to and from their residences, designated locations, or within the company premises. They are responsible for the safe and efficient operation of the shuttle, following designated routes and schedules, and delivering exceptional customer service to passengers. As the driver often interacts more extensively with guests, their positive engagement plays a crucial role in ensuring an excellent guest experience.

ESSENTIAL RESPONSIBILITIES

• Greet and welcome all guests upon arrival and according to company standards.
• Execute the registration and checkout process at the front desk.
• Accept payment for guests accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate reports of receipts daily. Cash checks and exchange currency for guests.
• Accurately handle cash transactions and balance a cash drawer to the given amount.
• Acknowledge rewards members and returning guests.
• Take and manage guest bookings, up-selling opportunities and tell them about ways to improve their stay.
• Review of the current day’s arrival reports. Check all special request reservations to ensure that the room is blocked by per request, VIPs identified, billing is set up correctly, deposits are taken, and other departments are notified of room assignment.
• Attend all scheduled training, departmental and hotel meetings.
• Ensure awareness of special promotions, daily activities, arriving VIPs, Group/Conferences in house, special requests, and scheduled shuttles.
• Practice safe work habits and ensure safe work practices to avoid injury to self and others.
• Ensure all privacy and security protocols are followed as well as departmental and company procedures.
• Answer all calls promptly and correctly transfer all calls to appropriate departments.
• Confer and cooperate with other departments to ensure coordination of guest needs. Logging of all guest requests and room defects in the appropriate system. Follow up with guest after the completion of requests and repairing of any defects to ensure resolution to their satisfaction.
• Answer inquiries pertaining to hotel policies, services, registration, shopping, dining, entertainment, and travel directions.
• Maintain an extensive knowledge of the hotel, its services, and facilities. Along with a general knowledge of the city where the hotel is located and its attractions.
• Maintain lobby cleanliness and organization.
• Assist in booking reservations.
• Assist with handling mail, packages, facsimiles, and guest items.
• Have knowledge of the local area.
• Offer information pertaining to available services and facilities of hotel, points of interest and entertainment attractions.
• Maintain strict adherence to scheduled runs and arrival/departure times.
• Ability to give accurate directions to businesses and attractions.
• Assist with loading and unloading of passengers/belongings.
• Keep shuttle stocked with maps and directional guides.
• Ensure scheduled pick-up/drop-off times are not overbooked.
• Verbally confirm disclaimers on schedule, van capacity, and time limits with guests.
• Maintain continuous communication with hotels regarding the status of van runs.
• Ensure shuttles are clean and gas tanks are full at the end of each shift.
• Maintain van maintenance log and checklists daily.
• All other duties assigned by manager or supervisor.

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 manager based upon the particular requirements of the hotel:

• Assist with any guest inquiry.
• Follow all company and safety and security policies and procedures.
• Report maintenance problems, safety hazards, accidents, or injuries.
• Perform other reasonable job duties as requested by direct and indirect Supervisors.    

PHYSICAL DEMANDS

• Environmental conditions are both, inside and outside, a job is considered “both” if the activities occur inside or outside in approximately equal amounts.
• Temperature is moderate and controlled by hotel environmental systems.
• Must be able to stand and exert well-paced mobility for up to four (4) hours in length.
• Must be able to exert well-paced ability in limited space and to reach other departments of the hotel on a timely basis.
• Must be able to lift up to 45 lbs. as needed.
• Must be able to push and pull carts and equipment weighing up to 250 lbs.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening, and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with other staff, guests, and supervisors.
• Vision occurs continuously with the most common visual functions being those of near and color vision and depth perception.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks occasionally.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly, and other office equipment as needed. 
• Ability to work primarily with fingers to pick, pinch, type and carry out substantial movements (motions) of the wrists and hands as well.

SPECIFIC JOB KNOWLEDGE, SKILLS AND ABILITIES

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, using some other combination of knowledge, skills, and abilities:

• Must be able to speak, read, write and understand the primary language used in the workplace.
• Requires good communication skills, verbal, written and electronic.
• Must have excellent customer relations skills.
• Exceptionally strong in issue resolution and proven analytical skills with a strong attention to detail.
• Knowledgeable about basic function of Windows OS, MS Office, PMS, PBX, Key system and POS.
• Self-driven and able to work independently.
• Must be detail oriented with outstanding organizational and communication skills.
• Must possess basic computer skills.
• Must possess basic computational ability.   
• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy and collect accurate information to resolve conflicts.
• Must have valid driver license and meet the company’s insurance requirements for operation of motorize or electrical vehicles.

EDUCATION

High school or equivalent education required.

EXPERIENCE

• 2 Years guest service and shuttle driving experience preferred
• Experience in the hospitality industry preferred.

LICENSES OR CERTIFICATIONS

Must have a valid driver’s license and meet the requirements of the driver’s insurance.

AGE REQUIREMENT

• Must be at least 25 years old to operate a shuttle or drive guests.
• Must be at least 21 years old to operate own vehicle or company vehicles for other than shuttle

DRIVING EXPERIENCE

• Minimum of 3 years full-time verifiable similar type vehicle.
• NO POSITIVE DRUG OR ALCOHOL TEST, Including, Pre-employment, Random, Post-Accident or Reasonable Suspicion

DRIVING AND CRASH RECORD

• NO more than 2 moving traffic violations during the previous 36 months.
• NO speeding excess (over 25 MPG over the speed limit) violation during the previous 36 months. If the exact amount is unknown, use the state category that most closely matches this speed.
• NO DRIVING UNDER THE INFLUENCE, D.U.I (Drug or Alcohol) conviction during the previous 5 years in a commercial or personal auto vehicle.
• NO VEHICULAR HOMICIDE, MANSLAUGHTER OR ASSAULT
• NO OPERATING A VEHICLE WITH A SUSPENDED OR REVOKED DRIVERS LICENSE or history of license suspensions.
• NO USING A VEHICLE in commission of a Felony
• NO OPERATING A VEHICLE without the owner’s permission
• NO RECKLESS DRIVING or SPEED CONTESTS
• NO LEAVING THE SCENE OF AN ACCIDENT Bodily Injury or Physical Damage.
• NO ELUDING A POLICE OFFICER
• NO OPERATING A CELL PHONE WHILE DRIVING violations.

GROOMING

All Staff Members must maintain a neat, clean and well-groomed appearance per Azul Hospitality standards.  Refer to the property specific required grooming and uniform standards policy.

ATTENDANCE

Regular attendance in conformance with the standards, which may be established by Azul Hospitality, from time to time, is essential to the successful performance of this position.  Staff with irregular attendance / tardiness will be subject to disciplinary action, up to and including termination of employment. Upon employment, all staff is required to fully comply with Azul Hospitality rules and regulations for the safe and effective operation of the hotel’s facilities. Staff members who violate hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.  Due to the cyclical nature of the hospitality industry, staff members may be required to work varying schedules to reflect the business needs of the hotel. In addition, attendance at all scheduled training sessions and meetings is required.  This job description is not an exclusive or exhaustive list of all job functions that a staff member in this position may be asked to perform from time to time.