Hotel Front Desk Team Member - PT (18+)

Hotel Front Desk Team Member

The ideal Hotel Front Desk Team Member for Bear Creek is a guest service focused individual with the ability to help create a positive, memorable experience for our guests. The successful team member will be able to work with their team as well as individually, have good communication skills, be detail oriented and foster the Bear Creek culture by focusing on our guests. This position will be an important member of the Hotel Front Desk team, welcoming the hotel guest, correctly and efficiently completing their registration/check-in process and ensuring that their hotel needs are met with the high level of service standards we have established. As this position is often the first and last team member the guest interacts with, it is important to welcome and thank each guest.

Provide our guests with efficient, friendly and thoughtful service

Provide the first and last impression the guests will have of Bear Creek Mountain Resort

Complete check-in and check-out procedures, compute bills, collect payment and make change for guests as required

Answer inquiries pertaining to the resort's amenities, services, policies, area attractions, dining, and directions

Answer telephones/PBX with proper telephone etiquette and direct calls accordingly

Make, confirm and cancel reservations for guests or answer a variety of questions for guests pertaining to their reservations

Communicate with other departments as needed via telephone and two-way radio

Balance all cash receipts and work performed during shift and perform a bucket check on shift

Handle dissatisfied customers efficiently and courteously to ensure their satisfaction

Ensure all special groups, tours, corporate guests get necessary attention to all details such as billing, luggage, transportation, etc.

Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor

Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately

Contribute to the team's success by accomplishing tasks and assisting with projects as needed

Maintain knowledge and compliance with departmental policies, service procedures, and standards

Work as a team member to ensure our guests have the best possible experience

Understand emergency procedures and be able to apply them when necessary

Report any incidents, property damage or injuries immediately to Manager/Supervisor

Attend department meetings and training sessions as necessary

Other duties as assigned by Manager and/or Supervisor

Support Southern Management's Mission, Vision, and Values

Comply with Bear Creek and Southern Management's policies and procedures

Must be at least 18 years of age

1 year previous guest service experience preferred

Classes or degree in Hospitality Management preferred

Availability during peak operating times, i.e.: weekends, holidays and special events

Ability to learn and use the Room Master PMS System and Sirius Ware software

Must be effective at listening to, understanding and resolving the concerns and issues raised by guests and co-workers

Must be well organized, detailed and able to make proper decisions

Must be able to convey information and ideas clearly

Excellent verbal communication skills

Compute basic arithmetic and mathematical calculations

Strong administrative skills with a high degree of accuracy

Excellent time management skills

Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction

Physical Demands

Physical Demands data elements provide a systematic way of describing the physical activities that an occupation requires of a worker. The assessment of these elements is focused primarily on the physical demands of the job - not the physical capacities of the worker. Physical Demand refers to the level and/or duration of physical exertion generally required to perform occupational tasks (sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling).

Communicating Verbally: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.

Far Visual Acuity: Clarity of vision at 20 feet or more. This is not just the ability to see a person or object, but the ability to recognize features as well.

Fine Manipulation: Picking, pinching, or otherwise working primarily with fingers rather than the whole hand or arm as in gross manipulation.

Gross Manipulation: Seizing, holding, grasping, turning, or otherwise working with hand(s). Note: Fingers are involved only to the extent that they are an extension of the hand.

Hearing Requirements: The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery alarms, medical codes/alarms). One-on-one (in person), Telephone

Keyboarding: Entering text or data into a computer or other machine by means of a keyboard. Devices include traditional keyboard, 10 keypad, touch screen and other.

Lifting/Carrying: Lifting is to raise or lower an object from one level to another (includes upward pulling). Carrying is to transport an object -- usually by holding it in the hands or arms but may occur on the shoulder. Up to 20 pounds

Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.

Standing/Walking: Standing is to remain on one's feet in an upright position at a workstation without moving about. Walking is to move about on foot.

Environmental Conditions

Noise Intensity Level: The noise intensity level to which the worker is exposed in the job: Moderate

Indoor / Office Environment