At BENCHMARK, a global hospitality company the definition of success is as individual as each of the over 10,000 employees worldwide who compose our award-winning teams. Each person brings unique skills, talents, experience, history, and culture to our company. Together, they form an extraordinary mosaic that supports BENCHMARK's very entrepreneurial culture. Each team member's desire for accomplishment is supported by our determination and passion to build successful and rewarding futures.
QUALIFICATIONS:EDUCATION,KNOWLEDGE, TRAINING, & WORK EXPERIENCE
- Education: Any combination of education and experience equivalent to graduation from high school or any other combination of education, training or experience that provides the required knowledge skills and abilities. High school diploma preferred.
- Experience: No prior experience required. Prior hospitality experience preferred. Must have positive attitude and smile.
- Licenses or certificates: No special licenses required. Individuals are required to meet the minimum bonding standards.
- Grooming: All employees must maintain a neat, clean and well groomed appearance (specific standards available).
- Other: Applicants with additional language skills preferred.
The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
- Considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.
- Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and help resolve conflicts.
- Ability to stand and move throughout front office and continuously perform essential job functions.
- Ability to read, listen and communicate effectively in English, both verbally and in writing.
- Ability to access and accurately input information using a moderately complex computer system.
- Hearing and visual ability to observe and detect signs of emergency situations.
Greet customers immediately with a friendly smile and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions. Follow all greeting, check-in and check-out procedures in addition to all other policies relating to front desk operations.
Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Promote Benchmark and Eaglewood marketing programs. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.
Verify and imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and record vouchers, travelers checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer. Must follow all company cashing handling / bank contract procedures.
Promptly answer the telephone with a smile using positive and clear English communication according to company standards. Input messages into the computer. Retrieve messages and communicate the content to the guest in a friendly and professional manner. Retrieve mail, small packages and facsimiles for customers as requested. Follow up with guest to make sure delivery was satisfactory.
Close guest accounts at time of check out, ascertain satisfaction and invite guest back. In the event of dissatisfaction, research and attempt to resolve problem within established guidelines; may include turning problem over to a supervisor. Guest must be happy upon departure. It is the front desk attendants’ responsibility to exceed the guest’s expectations.
Field guest complaints, conducting thorough research to develop the most effective solutions and resolve complications such as location changes or credit issues. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm, alert and professional especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion, always ensuring the guest is happy.
Prepare reports for Day Audit in accounting department. (3rd Shift
Must understand and follow all company policies and procedures.
Must exceed company guest service score standards and pass mystery shopper audits and other company audits.
Must provide a safe environment for both guests and associates, by following all company safety policies and procedures.
Act as liaison between guest and security, guest services, engineering and any other department. Provide timely information via paging system and two way radios to employees in response to emergencies and guest requests such as plumbing problems, airport shuttle service, etc. Must call guest back to confirm that issue has been taken care of and that the guest is happy.
Regular attendance in conformance with the standards, which may be established by Benchmark from time to time, is essential to the successful performance of this position. Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.
Upon employment, all employees are required to fully comply with Benchmark rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.
In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.
Summon guest service personnel for assistance to escort guests to their rooms as appropriate.
Provide safety deposit boxes for guest by escorting them to the vault room, assisting the customer in opening the deposit box lock. File access slips in box order. Following all company standards.
Operate facsimile machine to send, receive, and log incoming transmissions. Notify guests of incoming faxes using the message function of the computer.
Use the photocopier to make copies of items as required.