Job DescriptionJob Description
Oversees the daily operation for all areas of the Front Desk to include guest check-in, guest check-out, monitoring the front desk switchboard, and assisting with guest needs while assuring that the highest degree of quality guest care is maintained at all times.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Requires ability to perform all functions pertaining to the operations of the front office including guest information, switchboard, reservations, and front desk .
- Strives to provide a quality experience for all resort guests through their interaction with the front office department.
- Follows all policies of the WPC and addresses problem situations with guests through approved procedures and/or guidelines.
- Develops a positive working relationship with all other departments in Wilson Lodge and divisions of the WPC.
- Exerts a positive influence on other resort personnel through an upbeat personality, and by always attempting to enhance the guests visit.
- Attends training seminars, conferences, schools and meetings as directed to continually develop personal knowledge of hospitality operations.
- Works flexible schedule including weekends, evenings and holidays.
- Requires thorough knowledge of the lodge, resort, and surrounding areas.
- Must have excellent telephone and customer service skills.
- Responsible for assisting with keeping the lobby "guest ready" at all times.
- Assists front desk staff with the handling of guest issues, while having an understanding of when to involve a Manager for further direction.
- Implements established emergency protocol when necessary.
- Monitors front lobby and front entrance areas while performing the supervisory responsibilities.
- Serves as a witness to money drops.
- Conducts all check-in and check-out procedures with all overnight guests while practicing the standards of Signature Training.
- Quotes rates and packages and sells "walk in" reservations.
- Understands how to processes lodging charges and no-show fees for all in-house guests, group master accounts, and direct bill accounts.
- Capable of producing daily summaries for Management staff and various departments.
- Interact with the public with a cheerful and positive attitude, solve guest problems and complaints in a proper manner, and maintain harmonious working relationships with fellow employees.
EDUCATION and/or EXPERIENCE
One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience.
