Answer all external and internal phone calls. Take messages and transfer calls to the correct areas throughout the property. Make reservations for all future guests for the hotel, restaurant, and spa, using upselling techniques to maximize revenue. Understand the selling strategy for the hotel by knowing the status of room inventory and follow it closely to ensure the reservations are accepted for the correct rates and dates. Aggressively sell hotel rooms to maximize transient room revenue using up-selling and yield management techniques per company policy. Educate incoming guests of hotel amenities and services available to them during their stay. Inform guests of the variety of entertainment and restaurant venues in the local community, offering value to their stay. Take and input all in-room dining orders, using up-selling techniques to maximize revenues. Take and input all reservations for the Spa, using up-selling techniques to maximize revenues. Dispatch all guest requests using the designated program to the proper departments. Follow up with the department and/or guest to ensure the completion of the request. Process all changes and cancellations for group reservations. Prepare group guest lists prior to arrival. Anticipate guest needs, respond promptly and acknowledge all guests, maintaining positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction in each interaction. Promptly, accurately and efficiently know how and where to post all charges. Have complete working knowledge of Front Office computer or manual system, including all daily transactions and those which are not performed often. Have knowledge of hotel property, hotel staff and hotel services, with hours of operation. Give clear directions to hotel facilities for inquiring guests. Efficiently operate PBX and accurately connect incoming calls in a professional and efficient manner. All calls should be answered in 3 rings. Work in a cooperative and friendly manner with fellow associates. Practice a culture of guest service in all you do; promote courtesy, good will and a positive attitude in each and every encounter. Perform any reasonable request as assigned or directed by management. Knowledge, Skills, and Competencies: High work ethic and self-initiative Proven experience with strong customer service skills Regular attendance according to established guidelines May be required to work varying schedules to reflect the business needs of the property Focus and maintain attention to tasks, and complete work assignments on time despite frequent interruptions Use arithmetic to accurately check totals and make correct change. Efficiently and accurately operate a computer. Ability to maintain excellent relationships with staff and maintain staff and guest confidentiality at all times Physical Requirements: Stand, sit and walk for varying lengths of time, often long periods of time Lift approximately fifty (50) pounds of guest luggage or supplies on and off a cart, using safe lifting techniques Good communication skills, both written and verbal, with guests and associates, including the abilities to give directions, instructions, information, answer questions and provide service required. Grasping, writing, standing, sitting, walking, repetitive motions, pulling, pushing, listening and hearing ability and visual ability Know and be able to administer first aid Direct evacuations in an emergency
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