Oversee the operation of the Front Desk and assist in performing the duties of any Front Office or Concierge position to supplement or replace regular staff as business needs warrant. 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
Three (3) years experience in Front Office or Guest Services at a luxury hotel or resort perferred
Experience working for a four or five diamond/star property preferred
High School Diploma or equivalent credentials preferred
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, 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
Supervise Front Desk staff and serve as liaison between Front Desk and other departments, including Bell, Concierge and Guest Relations
Perform duties assigned to the position of Front Desk Clerk and Front Desk Cashier, including all Cloister and Cottage Rental guest registrations, check-out, cash handling transactions and record keeping duties in strict compliance with Sea Island’s cash handling policy when necessary
Work closely with the Front Desk Coordinator in reviewing and blocking rooms 8-10 days prior to arrival
Work closely with Group Reservations Coordinator and the Accounting Group Billing Clerk to ensure accurate guest bills
Block rooms for Housekeeping and Engineering on a daily basis due to room maintenance.
Order and maintain all Front Desk supplies
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
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Hospitality
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