Description

Consistently provide courteous guest service, responding promptly to guest questions, complaints or requests with a friendly, genuinely hospitable and caring attitude. Controls daily operations by maintaining constant communication, system updates, and manages work order/ticketing systems.

Qualifications:

Must be neat, clean, well-groomed, courteous, and possess a pleasing personality. Must have a good rapport with people and have a genuine concern for the guest's well-being. The ideal candidate will have at least one year's experience as a Front Desk or Housekeeping Supervisor, or at least two years’ experience as a Front Desk or PBX Agent to be considered. Knowledge of foreign languages (Spanish, Creole) will be considered a definite plus. Be fully competent in the Reservation, Front Desk, Housekeeping, Engineering and Villa Operations department standard operating procedures covering all administrative and mechanical aspects of its operation.

Responsibilities:

• Communicate guest checkouts in real-time to necessary teams.
• Monitor inter-department communications.
• Communicate in a professional and efficient manner.
• Operate multiple tools and technology at once, including but not limited to: online ticketing system, paper logs, PMS, radios, group chats via phone, TEAMs chat, etc.
• Follow-up with various departments on ticket times and assist in prioritizing and assigning tickets.
• Provide detailed notes at all times and have a cohesive knowledge of the operations.
• Communicate any guest issues or foreseeable tickets that cannot be completed.
• Understand and execution escalation of issues as needed.
• Conduct and review out of order room plans, communicating to all departments necessary.
• Strategize a contingency plan in case out of order room affects in house or arriving guest.
• Communicate guest requests, early arrival, late departure, and reservation specific information to correct departments.
• Communicate room availability and other information with appropriate departments.
• Strategize room plan to ensure maximum selling capacities and efficient check-in for guests.
• Be able to participate proficiently in functions outside one’s department when called upon.
• Perform Front Office Department/office posting and filing procedures as directed.
• Complete projects in a timely manner as required by the department supervisors.
• Provide accurate information to other departments such as house counts, room status or guest service requirements.
• Ensure compliance with all resort policies and regulations.
• Provide other services as requested by Management.

PHYSICAL REQUIREMENTS:

• On a continuous basis, sitting or standing at a desk for long periods of time in front of a computer screen
• intermittently twist to reach equipment or supplies surrounding desk
• perform simple grasping and fine manipulation
• use telephone and computer keyboard on a daily basis
• occasionally lift and carry items weighing up to 50 pounds

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.