Job Description
Full-Time with Thursdays & Fridays off. Must be able to work weekends.
Preferred candidates will live on or near Islamorada, FL.
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 codes, document exceptions. Communicates to appropriate staff when guests are waiting for an available room. Advises guest of messages. Clears departures in computer system. Coordinates with Housekeeping to track room status and guest concerns. Files guest paperwork or documentation. Operates telephone switchboard station. Runs and checks daily reports, contingency lists, and credit card authorization reports. 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. Counts and secures bank at beginning and end of shift. Processes all payment types, vouchers, paid-outs, charges, and provide change.
Notifies Loss Prevention/Security of any reports of theft. Reports accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect 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 team to reach common goals, and listen and respond appropriately to the concerns of other associates. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.
Key Duties/Accountabilities
- Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
- 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 associates to effectively exchange information.
- Exchanges information with other associates using electronic devices (e.g., pagers and two-way radios, email).
- Activates room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
- Ensures rates match market codes and that any exceptions are documented and include an explanation.
- Secures valid form of payment (e.g., credit card, cash) prior to issuing room key.
- Processes all guest check-ins by confirming reservations in computer system verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
- Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
- Accommodates requests for room changes when possible.
- Communicates to 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.
- Informs guest of any messages (e.g., voicemail, mail, faxes) received for them, and send to room if required.
- Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
- Clears departures in computer system to document that rooms are no longer occupied.
- Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
- Reviews requests for late check-outs and approve according to occupancy.
- Files guest paperwork or documentation.
Safety and Accident Prevention
- Follows company and department safety and security policies and procedures to promote a clean, safe, and secure environment.
- Completes appropriate safety training and certifications to perform work tasks.
- Follows policies and procedures for the safe operation and storage of tools, equipment, and machines.
- Follows Hazardous Material Management Program procedures for handling and disposing of chemicals, fertilizer, pesticides, blood borne pathogens, etc., including using Material Safety Data Sheets (MSDS).
- Uses proper equipment, wear appropriate personal protective clothing (PPE), and employ correct lifting procedures, as necessary, to avoid injury.
- Identifies and corrects unsafe work procedures or conditions and/or report them to management and security/safety personnel.
- Maintains proficiency of fire sprinkler and emergency power system and be familiar with the duties and responsibilities of the Fire and Emergency Rescue Teams.
Expected Conduct
- Utilizes professional language at all times
- Consistently models professional behavior
- Remains calm during stressful and hectic periods
- Self manages time and appropriate commitment to meeting goals
- Plans accordingly for job duties to be fulfilled when absent or taking leave
- Always presents a positive attitude with respect to the Company and co-workers
- Always represents the Company, especially when in the presence of team, vendors, and guests
- Stays compliant with Company policies and government regulations regarding employment practices, as communicated by the Human Resources Department.
- Reinforces these practices with team members, especially in relation to harassment, discrimination, and hostile work environments
Qualities and Characteristics
- Advanced computer skills and aptitude for software systems
- Strong customer service orientation and skills
- Highly organized
- Excellent time management and multi-tasking skills
- Exceptional teamwork
- Ability to work flexible hours including weekends and evenings as required
- Clear, concise communications skills (verbal and written)
Physical Demands
- Stand, sit, or walk for an extended period or for an entire work shift.
- Move, lift, carry, push, pull, and place objects weighing less than or equal to10 pounds without assistance.
- Reaches overhead and below the knees, including bending, twisting, pulling, and stooping.
- Grasps, turns, manipulates objects of varying size and weight, requiring fine motor skills and hand-eye coordination.
- Enters and locates work-related information using computers and/or point of sale systems.
- Moves over sloping, uneven, or slippery surfaces.
- Reads and visually verifies information in a variety of formats (e.g., small print).
Preferred Qualifications
- High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience
- Vocational School Degree or Business Certification.
Company Culture
- Celebrate Success
- Strive for Excellence
- Seek to Understand
- Adapt Quickly
- Tell the Truth
- Change Champions
- Human Centric
Job Type: Full-time
Pay: $18.00 - $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Holidays
Work setting:
Ability to Relocate:
- Islamorada, FL 33036: Relocate before starting work (Required)
Work Location: In person
