Scope:

Assists the Director of Front Office in managing guest service operations to include guest registration, bell services, telephone services, night audit and guest reservations to ensure guest satisfaction and maximize hotel profitability.

Primary Responsibilities:

Ø Assists in the training and supervision of all Guest Services Agents, Front Desk Agents and night auditors;

Ø Oversees and participates in guest registration.

Ø Assists in scheduling staff according to labor standards and forecasts occupancy; assigns daily work tasks to employees; and monitors labor costs to stay within departmental budget.

Ø Resolves guest complaints to the satisfaction of the guest; responds promptly to any guest request for service.

Ø Ensures adherence to procedures for hotel accounting, credit control, handling of financial transactions, securities of monies, guest security and emergency procedures as established.

Ø Responds quickly to guest requests or complaints in a friendly manner and appropriate action is taken. Follows up to ensure guest satisfaction.

Ø Provides a professional image at all times through appearance and dress.

Ø Follows company policies and procedures and is able to effectively communicate them to subordinates.

Ø Assists in hiring of staff using company hiring standards (i.e. behavioral questioning, reference checks, evaluations and team interviews).

Ø Assist in training classes regarding safety, security, department procedures and service guidelines.

Ø Keeps business center stocked daily

Ø May attend bi-weekly management staff meetings in absence of Director of Front Office

Note: Other duties as assigned by supervisor, General Manager and Executive Committee Member

Relationships:

Internal: Hotel Employees: To receive information regarding guest needs or complaints

External: Hotel guests: To provide customer service

Valet Service: To provide customer service

Transportation Companies: For guest transportation, Lost Bags, Distressed Guest

Local Businesses: To provide information for guest and develop relationships

Qualifications:

Education/Experience: High School diploma or equivalent and two years’ experience in Guest Services in medium to large sized hotel or similar industry, to include supervisory experience. Hospitality degree a plus. Special consideration will be given to those who exhibit exemplary performance.

Certification and/or License Requirement: Alcohol awareness certification.

Skills:

Interpersonal skills

Communication skills

Organizational skills

Customer service orientation

Computer skills

Working Conditions:

Will be required to work nights, overnights, weekends and holidays.

Will be required to work overtime when needed

Will be required to work in fast paced environment.

May be required to be on call when away from work.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Referral program
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Tucson, AZ 85704: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location: In person

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