POSITION FOCUS
Operate the hotel switchboard in an efficient, courteous and professional manner to provide quality operations which maximize guest satisfaction. Respond to inquiries regarding reservations, hotel information and guest concerns.

SERVICE CULTURE FOCUS
To support Sage’s Vision of being recognized by our customers as the best in our business through ensuring a culture that “makes the ordinary extraordinary!” You should champion this culture in every touch point of our business from our associates, guests, owners and communities. The service and courtesy you extend and promote on a daily basis will ensure a healthy and productive culture of serving others with excellence.

ESSENTIAL RESPONSIBILITIES
? Answer all incoming calls promptly in the prescribed manner and take charges on incoming collect calls.
? Operates the PBX equipment by accepting incoming calls, assisting outgoing calls, scheduling and setting wake-up calls and paging guests to provide guests with timely and efficient service.
? Maintains good customer relations by keeping abreast of all in-house and area functions in order to answer questions and concerns with timely and knowledgeable responses, in person and on telephone.
? Courteously answer inquiries and accepts reservations by accurately communicating hotel rates and information and by using suggestive selling techniques to sell room nights, increase occupancy and revenue.
? Follow through in resolving guest problems and/or requests courteously and accurately.
? Process and file check-in and check-out slips in a timely, efficient manner.
? Prepare wake-up sheets/ set wake-up clock; record the guest's name and room number under the wake-up time requested and repeat the information back to the guest to ensure proper handling of wake-up calls in the morning.
? Sort and process guest related mail in a quality manner in accordance to established procedures.
? Maintain the fax machine, sort and receive guest faxes and process appropriate charges to ensure revenues are collected and guests are satisfied.
? Handle all emergencies according to established procedures.
? Maintains a friendly, cheerful and courteous demeanor at all times.
? Performs other duties as assigned, requested or deemed necessary by management

OTHER RESPONSIBILITIES
? Processes all guest mail, messages and faxes by receiving, sorting, notifying and distributing to mailboxes and to guests in order to ensure the information is received by the guests in the most timely and accurate method possible.
? Contributes and maintains established information and communications sources such as department and front desk log books in order to enhance department communications and operations.
? Provides assistance to other employees and departments to contribute to the best overall performance of the department and the hotel.
? Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, or MOD
? If applicable, monitor and maintain internal keys and logs in compliance with key control procedures.

SUPERVISORY DUTIES
None

This position description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the associated with the position. May perform other duties as assigned.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing and criminal background checks.

Competencies
Energy and Drive
Energetic and takes initiative, persistent in pursuing and completing tasks, strives to exceed expectations
Strategic Skills
Proficient in required job skills and knowledge. Intelligent in grasping and integrating new information. Active learner with strong curiosity. Natural instincts and insight for finding the best solution to unclear issues and problems. Considers multiples resources and methods for analyzing problems. Makes great decisions
Personal and Interpersonal Skills
Welcoming and warm personality, engages easily, actively connects with others, genuinely caring and compassionate, visibly demonstrates desire to understand others, creates confidence and trust with others, socially aware of self and others, is known for communicating the right message at the right time, utilizes a variety of approaches and communication techniques tailored to each situation, facilitates consensus in groups, comfortable in conversing with individuals from a variety of backgrounds and at all organizational levels. Is direct yet tactful and considerate of audience. Positively accepts and provides feedback.
Operating Skills
Is effective in prioritizing work, consistently budgets time and processes to create maximum efficiency with minimum disruption or redundancy, is time sensitive, understands how work and processes fit in with other departmental or organizations priorities or objectives, is able to adjust work to accommodate expected and unexpected changes. Is able to gauge progress with respect to overall impact and results
Courage
Can think and act independently with confidence. Has personal fortitude and integrity when faced with challenges.
Knowledge/Skills
Excellent hearing required to clearly hear the guest. Moderate vision required to read the computer screen and the guest registration rack. Excellent speech communication skills required to clearly understand the operator. Moderate comprehension and literacy required to ensure calls are directed properly and messages are taken accurately.

Abilities
Carrying up to 25 lbs. of various office equipment. Bending/kneeling -to obtain reports and for filing. Mobility - must be able to reach all areas of hotel to assist clients. Occasional standing. Occasional carrying and lifting of files and office items up to 25 lbs.

Education/Formal Training
High school education or equivalent experience.

Experience
No prior experience necessary.

Material/Equipment Used
Switchboard , computer systems, fax machine


Environment
Work inside 95% shift.