What You’ll Be Doing

• Work directly with clients and VIPs from all over the world on a personal level and present learned information to staff to personalize guest experiences
• Own the VIP and Amenities processes; ensuring amenities are gathered, put together and delivered; staying on top of and recognizing birthdays, anniversaries, etc
• Continuously updating knowledge regarding the hotel, its facilities, and the local surrounding area with its restaurants and attractions
• Organize and order inventory to keep the team stocked and ready
• Decorate rooms, gifts, and packages accordingly for special occasions
• Build positive relationship with guests and find new ways to create exemplary guest experiences
• Work towards goals to benefit the company and the team
• Move between tasks and roles with ease
• Balance and have knowledge of all units of the front office team
• Execute daily shift processes to adhere to standard operating procedures
• Review billing, processes, and resolve billing discrepancies and disputes
• Take initiative and stay curious to create new efficiencies for the team
• Respond to guest concerns and complaints with empathy while upholding policy
• Read, discern and problem solve billing disputes clearly and confidently
• Answer inquiries regarding hotel services and reservations by email, by telephone and in person in order to cross-sell and provide a personalized guest experience
• Contribute to an energetic and positive work environment
• Provide information about services available in the community, local attractions and events
• Understand what events are being held in the hotel utilizing multiple platforms
• Perform the basic functions of a Front Desk associate
• Responsible for continued training in product knowledge and service standards
• Perform other duties as assigned, requested or deemed necessary by management