H6260 FRONT DESK PHONE OPERATOR

Key Responsibilities

• Ability to explain and demonstrate Hospitality Behaviors and Performance Standards.
• Understand where to get the information needed to complete tasks to standard.
• Explain or demonstrate technical skills used to complete tasks to standard.
• Explain or demonstrate behavioral values or standards needed to complete tasks to standard.
• Take ownership of problems and solve them when solutions may not be available.
• Request help from others when needed to complete task or goal.
• Provide guests with directions or other venue information.
• Act upon all comments/complaints in a prompt, professional and friendly manner.
• Respond to obstacles; find new ways to reach desired end results.
• Respond to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; "Do it right the first time."
• Protects and preserves property of IMGR&C.
• Makes suggestions to improve performance.

Performance

• Meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
• Responds to obstacles; finds new ways to reach desired end results.
• Responds to change by quickly applying talent and skills in a positive way to succeed.
• Supports achievement of Quality Goal; "Do it right the first time."
• Protects and preserves property of IMGR&C.
• Makes suggestions to improve performance.

Behavior

• Mets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Treats individuality of others; continues to communicate in order to work together.
• Speaks positively about guests, other team members and our business in all situations on and off property.
• Treats other with respect in all situations.

Service

• Serves others.
• Identifies and communicates needs of guests and others.
• Takes quick action to serve others in a way that meets/exceeds their needs.
• Improves individual or team’s service to others.
• Provides service outside job responsibilities if needed to help resort succeed.
• Takes ownership of guest problem(s) until it is solved.

Professionalism

• Mets IMGR&C Appearance standards.
• Supports IMGR&C reputation and image in all situations, on and off property.

Attendance

• Mets IMGR&C policy for attendance.
• Informs supervisor of future absence as far in advance as possible.

Essential Duties and Responsibilities

• Provides all services of the Front Office; including, but not limited to: lost luggage stateroom changes, lost and found service, printing and issuing guest receipts.
• Answers inquiries pertaining to Front Office services and general information.
• Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively.
• Takes ownership of guests concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction.
• Maintains Guest Resolution Log.
• Maintains knowledge of the resort such as; regular events and special functions by reviewing all available sources in order to provide guests with accurate information to answer questions and handle special requests.
• Aware of, and/or acquires the necessary knowledge to comply with the resorts standard operation, in order to assist guest’s inquires.
• Attends meetings, training activities, courses and all other work-related activities as required.
• Performs related duties as required.

Education and/or Experience Requirements

• Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm.
• Approaches all activities with enthusiasm and encourages enthusiasm from others.
• Chooses a positive approach in all situations.
• Treats others with respect in all situations.
• Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
• High School Diploma or GED.
• Minimum of six months hospitality experience in a hotel or resort.
• Very strong communication, problem solving, decision making, and interpersonal skills; Superior customer service, teambuilding and conflict resolution skills; Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction; Basic computer software skills required; Possess a good understanding of numbering flow “Debits/Credits”, adjusting entries and correction.

Physical Demands

• Stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear.
• Must be able to use hand held communications devices.
• Lift and/or move up to 50 pounds.
• Stand for several hours.

Work Environment

• The noise level in the work environment is loud.
• The team member will be exposed to a second-hand smoke-filled environment.
• The team member may be exposed to biohazardous fluids such as blood and other body fluids.
• The team member may be exposed to hostile environments with guest.
• May be subject to high stress environments.