Responsibilities
· Establish and maintain attentive, friendly, courteous and efficient hospitality at the Front Desk and Front Drive
· Respond to all guests' requests, problems, complaints and/or accidents presented at the Front Desk or through Reservations, in an attentive, courteous and efficient manner. Follow up to ensure guest satisfaction.
· Assist with development of employee morale and ensure training of Guest Services (front desk, reservations and concierge) personnel
· Maintain a professional working relationship and promote open lines of communication with managers, employee partners and other departments.
· Fully comprehend and operate all aspects of the Property Maintenance System, including software maintenance, report generation and analysis, and simple programming
· Design and implement new posting and billing procedures prior to April 1, 2021
· Serve as primary liaison with Property Management system for all migration and upgrades and “own” 100% readiness for 2021 season
· Create, implement and execute new “Concierge Services” department responsible for coordination of all groups 16 people or less
· Create and hold reservations accountable for efficiency in golf booking tee times
· Design documentation and training for Club emergency procedures
· Serve as Manager on Duty during all shifts on property and create weekly MOD schedule
· Create onboarding program for each position on the Guest Services team and ensure all employee partners are validated by position before working on own on floor
· Be able to perform, complete and ensure that all tasks and duties on the shift checklist are completed in a timely and efficient manner
· Responsible for issued house bank/s
· Create and then monitor key control to maintain guestroom and property security
· Ensure the maximization of room revenue through creation of upsell system
· Train new employee partners, help to develop and implement training programs
· Maintain log of rooms in "out of order" status
· Authorize and sign adjustments and paid outs over the limit
· Oversee discrepancy report and monitor follow-through
· Work closely with housekeeping regarding daily operations
· Ensure correct and accurate cash handling at the Front Desk
· Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner
· Be aware of all rates, packages and promotions currently underway
· Follow and enforce all ClubCorp credit policies
· Ensure that employees, including third party employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees
· Monitor all V.I.P.'s, special guests and requests
· Review Front Office logbooks and Guest Request log on a daily basis
· Monitor all appropriate service delivery systems.
· Manage and be 100% responsible for all group room blocks (including cut off dates)
· Participate in Room Inspection program
· Assist in training and cross training of new hires, current employees, third party employees on a regular basis
Job Requirements/Qualifications
· High School diploma or equivalent required
· At least 2 to 3 years of progressive experience in a hotel or a related field recommended
· College course work in related field helpful
· Must be proficient in Windows, Company approved spreadsheets and word processing
· Proficient in Property Management and Reservation systems (Agilysis experience preferred)
· Previous supervisory responsibility required
· Must have a valid driver's license in Ohio – by 60 days into job
· Expected work week of 50 hours
· Light work - Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects
· Maintain a warm and friendly demeanor at all times
· Must be able to effectively communicate both verbally and written, with all level of employees and guests in an attentive, friendly, courteous and service oriented manner.
· Must be effective at listening to, understanding, and clarifying concerns raised by employees and guests.
· Must be able to multitask and prioritize departmental functions to meet deadlines.
· Approach all encounters with guests and employees in an attentive, friendly, courteous and service-oriented manner
· Resolve guest complaints effectively and efficiently
· Attend all hotel required meetings and trainings
· Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform and nametag
· Maintain open and honest collaborative relationship with supervisor
· Comply with ClubCorp Standards and regulations to encourage safe and efficient Club operations
· Maximize efforts towards productivity, identify problem areas and assist in implementing solutions
· Must be effective in handling problems, including anticipating, preventing, identifying and solving problems as necessary