Job description

Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secures payment; activate/reissue room keys. Ensures rates match established parameters and document exceptions. Communicates to appropriate staff when guests are waiting for an available room. Advises guests of messages. Clears departures in the computer system. Coordinates with Housekeeping to track room status and guest concerns. Files guest paperwork or documentation. Supplies guests with directions and information. Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Processes all payment types, vouchers, paid-outs, charges, and provide change. Reports accidents, injuries, and unsafe work conditions to Sr Manager and completes safety training and certifications. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintains confidentiality of proprietary information, and protects company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests' service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support the team to reach common goals, and listen and respond appropriately to the concerns of other team members. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.

Key Duties/Accountabilities

Supports Resort Operations including Front Office, Housekeeping, and Resort Facility Maintenance.
Exceeds company standards of customer service expectations by ensuring all owners and guests receive excellent service throughout their stay at the resort.
Initiates outbound telephone calls (or texts or emails when appropriate) to incoming guests 4-5 weeks in advance of arrival to determine reservation and payment status; makes additional calls 1-2 weeks in advance of arrival as needed.
Coordinate and Maintain Safety Training for resort staff.
Participate in guest contacts within 24 hours of arrival to welcome them and determine if anything is needed.
Periodic Deed back and Title work for the resort.
Speaks to guests and co-workers using clear, appropriate, and professional language.
Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Talks with and listens to other team members to effectively exchange information.
Exchanges information with other team members using electronic devices (e.g., pagers and two-way radios, email).
Provides room keys and reissues new ones to guests as necessary (e.g., lost key) by verifying guest identity. Ensure lock box code numbers are updated on a regular basis.
Ensures rates match market codes and that any exceptions are documented and include an explanation.
Processes all guest check-ins by confirming reservations in the computer system verifying guest identity, requesting forms of payment, assigning rooms, and issuing room keys in accordance with property policies and procedures. Accommodates requests for room changes when possible.
Processes all check-outs including express check-outs, resolving any late and disputed charges, settling accounts, retrieving room keys, and requesting comments on guest's stay.
Communicates to the appropriate staff that there are guests that are waiting for an available room.
Verifies and adjusts billing for guests. Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp). Assigns room according to guest request and preferences whenever possible.
Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stayover) for Housekeeping.
Clears departures in the computer system to document that rooms are no longer occupied.
Coordinates with Housekeeping to track the readiness of rooms for check-in and to report guest concerns.
Reviews requests for late check-outs and approve them according to occupancy.
Ensures guest packets are assembled and ready for guests every week.
Print Delinquency payment reports and follow up with owners to collect all fees before the check-in date. Ensure that Owners pay all fees 30 days before check-in, canceling reservations as needed.
Post maintenance fee payments received at the resort into Rhea and deposit any checks to Alliance via the check scanner
Process maintenance fee credit card payments in Rhea/Card connect- print card connect report every night and place it in Night Audit Book.
Post rental monies received at the resort into Rhea and deposit any checks to Alliance via check scanner. Deposit cash at a local bank
Prepare check/cash log for any monies deposited in local bank account- Place in Night Audit book
Provides customer service to owners, RCI members, Rentals, and Guests where appropriate in a timely manner. Serves as a receptionist in a cooperative manner. Answering phones and making phone calls. Responding /sending emails and answering questions as needed.
Checking RCI reservations and checking people into their rooms and answering questions. Responsible for Reservations, Owner, RCI and Rental Confirmations, using established procedures in place.
Responsible for cooperating with housekeeping and maintenance relative to check-in/out and customer requests for repairs or replacement of unit inventory
Responsible for coordination with housekeeping regarding units available for check-in.
Coordinating with owners/new owners in regard to deed work. Processing/mailing of deed work and the closing of the deed work with the Registry. Finalizing deed work and updating RHEA.
Confirming reservations thru RCI, checking/verifying space banked verifications with the current A/R report, owner RCI blocks, and new inbounds. Logging onto RCI reports for reservations and cancellations also for confirmations etc.
Works closely with the housekeeping manager on particular assignments, including but not limited to room assignments and cleaning schedules.
Any completed legal paperwork finalized will be put in the customer files. Is responsible for assisting new owners with their RCI enrollment.
Charges credit card payments and scans checks in the credit card reader for the Accountant.
Is cross-trained with housekeeping/Front Office manager.
Involved in sales, rentals, office duties, etc. Will be responsible for designated reports on an accurate and timely basis.
Uploading Rental Agreements into RHEA (i.e., email and USPS)
Work in Rhea to update weeks and ownership
Process maintenance fee credit card payments in Rhea/Card connect- print card connect report every night and place in Night Audit Book.
Process rental credit card payments in Rhea/Card connect
Deposit miscellaneous other check deposits via the Alliance check scanner
Supporting & taking payments: pet fees, reservation payments, maintenance fees, and any other fees or dues.
Participate in scheduled training or decide to reschedule missed training. Seek guidance or training as needed to perform the required tasks effectively.

Accounting

Scan and email bills to Accounts Payable and be sure they are coded i.e. (assists with Chase & Lowes)
Work with Corporate Accounting on any requested reports or information

Qualifications
- Minimum of 5 years of supervising experience in the hospitality industry
- Strong background in hotel management, revenue management, and customer service
- Proficiency in budgeting and human resources management
- Previous experience in front desk operations and guest services
- Familiarity with resort operations

Job Type: Full-time

Pay: $55,000.00 - $58,000.00 per year

Benefits:

401(k)
Dental insurance
Employee discount
Health insurance
Paid time off
Vision insurance

Schedule:

8 hour shift
Day shift

Experience:

Hotel management: 3 years (Required)
Hospitality: 1 year (Preferred)

Ability to Commute:

Islamorada, FL (Required)

Ability to Relocate:

Islamorada, FL: Relocate before starting work (Required)

Work Location: In person

Cunningham Property Management Corp

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