POSITION SUMMARY

Using a keyboard, mouse, or trackball, you can update records, files, and reservations, and respond to guest inquiries by entering and retrieving data from computer databases. Use a computer, mail, or fax machine to send documents or information. Other than computers, use standard office equipment. Word processing, spreadsheet, database, or presentation software can be used to create letters, memos, and other documents. Handle both incoming and outgoing mail, including stamping dates on it and distributing it. Organize and file records, reports, and other documents using either a computer or paper system. Record office activities, business transactions, and other activities by compiling, copying, sorting, and filing them. Computers and/or point-of-sale systems are used to enter and locate work-related data.

Maintain the confidentiality of proprietary information, protect the assets of the company, adhere to all company policies and procedures, and keep your uniform and personal appearance clean and professional. Assist people with disabilities, welcome and acknowledge all guests in accordance with company standards, anticipate and address their service requirements, and express genuine gratitude to them. Prepare and review written documents accurately and thoroughly, communicate with others in a professional manner, and respond to phone calls in an appropriate manner. Work with others to build and maintain positive working relationships, assist the team in achieving common objectives, and listen to and respond appropriately to employee concerns. Without assistance, lift, carry, push, pull, and move objects weighing less than 10 pounds. As directed by supervisors, perform additional reasonable job responsibilities.

CRITICAL TASKS

Policies and Procedures

• Protect confidential information and proprietary materials.
  Ensure the safety and privacy of guests and coworkers.
  Follow the guidelines and policies of your department and company.
  Maintain a professional, hygienic, and clean uniform, as well as nametags and personal appearance that adhere to company guidelines.
• As directed by supervisors, perform additional reasonable job responsibilities.

Guest Relations

• Respond to guests’ service requirements in a positive, timely, and professional manner.
  Use brand or property-specific processes (such as LEARN, PLEASED, Guest Response, LEAP, and MYSTIQUE) to actively listen to and positively respond to guest questions, concerns, and requests to resolve issues, delight guests, and establish trust.
  Using the guest’s name whenever possible, smiling, making eye contact, and giving a friendly verbal greeting to each and every guest.
  Asking guests questions to learn more about their requirements and keeping an eye out for and responding to their preferences are two ways to anticipate the service needs of your guests.
  Offer sincere gratitude to guests and a fond farewell.
• Assist other employees in providing prompt guest service and appropriate coverage.

Communication

• Using proper etiquette, you should answer the phone within three rings, smile when answering, use the caller’s name, transfer calls to the right person or department, ask permission before putting the caller on hold, take and relay messages, and let the caller end the call.
  Use language that is clear, appropriate, and professional when speaking to guests and coworkers.
  Draft and examine written documents, such as daily logs, business letters, memos, and reports, as well as proofread and edit written information to guarantee completeness and accuracy.
• To effectively exchange information, talk to and listen to other employees.

Working with Others

• Support all co-workers and treat them with dignity and respect.
• Establish and maintain cooperative working relationships with other departments and employees.
• Partner with and assist others to promote an environment of teamwork and achieve common goals.
• Treat employees’ and/or guests’ sensitive issues with tact, respect, diplomacy, and confidentiality.

Physical Tasks

• Enter and locate work-related information using computers and/or point-of-sale systems.
• Without assistance, lift, carry, push, pull, and move objects weighing less than 10 pounds.

Documentation/Reporting

• Organize and file records, reports, and other documents using either a computer or paper system.

Computers/Software

• Transmit information or documents using a computer.
• Using a keyboard, mouse, or trackball, enter and retrieve information from computer databases in order to update records, files, and reservations, and respond to guest inquiries.
• Word processing, spreadsheet, database, or presentation software can be used to create letters, memos, and other documents.

Office Equipment

• Transmit information or documents using mail, or a facsimile machine.
• Other than computers, use telephones, typewriters, fax machines, calculators, and electronic peripherals as standard office equipment.

CRITICAL COMPETENCIES

Analytical Skills

• Computer Skills
• Learning

Interpersonal Skills

• Interpersonal Skills
• Team Work
• Customer Service Orientation
• Diversity Relations

Communications

• Telephone Etiquette Skills
• English Language Proficiency
• Communication
• Writing
• Listening
• Applied Reading

Personal Attributes

• Integrity
• Dependability
• Positive Demeanor
• Presentation
• Initiative
• Stress Tolerance
• Adaptability/Flexibility

Organization

• Detail Orientation
• Multi-Tasking
• Time Management
• Planning and Organizing

General Administration

• Typing

Computer Software

• Microsoft Office

PREFERRED QUALIFICATIONS

Education

High school diploma/G.E.D. equivalent

Related Work Experience

a minimum of one year of relevant work experience

Supervisory Experience

There is no need for supervisory experience.