Hotel Front Desk Team Member - PT (18+)

bearcreekexternalcareers; Macungie (Lehigh County); On-site; USD 29,000 - 42,000; Full time

Job summary

Bear Creek Mountain Resort is seeking a friendly Hotel Front Desk Team Member to welcome guests, manage registration and deliver high-level service. You will respond to inquiries, assist with reservations and coordinate with other departments to meet guest needs in a busy resort setting.

The ideal candidate should have 1 year of guest service experience, strong communication skills, and a detail-oriented approach, with availability on weekends and holidays.

Qualifications

• Must be at least 18 years old.
• 1 year of guest service experience preferred.
• Hospitality management classes preferred.
• Availability during weekends, holidays and events.

Responsibilities

• Provide efficient, friendly and thoughtful service to guests.
• Complete check-in/check-out, compute bills and handle payments.
• Respond to inquiries about amenities, services and local attractions.
• Answer phones with proper etiquette and direct calls as needed.
• Assist with reservations and guest questions about bookings.
• Coordinate with departments to meet guest needs.
• Balance cash receipts and monitor shift transactions.
• Handle dissatisfied guests promptly to restore satisfaction.
• Ensure attention for groups, tours, and corporate guests.

Skills

Guest service

Communication

Detail oriented

Cash handling

Teamwork

Multitasking

Telephone etiquette

Education

Hospitality management courses

Tools

PMS System

Sirius Ware

Job description

WHAT WE ARE LOOKING FOR:

The ideal Hotel Front Desk Team Member for Bear Creek is a guest service focused individual with the ability to help create a positive, memorable experience for our guests. The successful team member will be able to work with their team as well as individually, have good communication skills, be detail oriented and foster the Bear Creek culture by focusing on our guests. This position will be an important member of the Hotel Front Desk team, welcoming the hotel guest, correctly and efficiently completing their registration/check-in process and ensuring that their hotel needs are met with the high level of service standards we have established. As this position is often the first and last team member the guest interacts with, it is important to welcome and thank each guest.

WHAT WE EXPECT FROM YOU:

• Provide our guests with efficient, friendly and thoughtful service
• Provide the first and last impression the guests will have of Bear Creek Mountain Resort
• Complete check-in and check-out procedures, compute bills, collect payment and make change for guests as required
• Answer inquiries pertaining to the resort's amenities, services, policies, area attractions, dining, and directions
• Answer telephones/PBX with proper telephone etiquette and direct calls accordingly
• Make, confirm and cancel reservations for guests or answer a variety of questions for guests pertaining to their reservations
• Communicate with other departments as needed via telephone and two-way radio
• Balance all cash receipts and work performed during shift and perform a bucket check on shift
• Handle dissatisfied customers efficiently and courteously to ensure their satisfaction
• Ensure all special groups, tours, corporate guests get necessary attention to all details such as billing, luggage, transportation, etc.

WHAT WE EXPECT FROM ALL BCMR TEAM MEMBERS:

• Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
• Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Contribute to the team's success by accomplishing tasks and assisting with projects as needed
• Maintain knowledge and compliance with departmental policies, service procedures, and standards
• Work as a team member to ensure our guests have the best possible experience
• Understand emergency procedures and be able to apply them when necessary
• Report any incidents, property damage or injuries immediately to Manager/Supervisor
• Attend department meetings and training sessions as necessary
• Other duties as assigned by Manager and/or Supervisor
• Support Southern Management's Mission, Vision, and Values
• Comply with Bear Creek and Southern Management's policies and procedures

QUALIFICATIONS:

• Must be at least 18 years of age
• 1 year previous guest service experience preferred
• Classes or degree in Hospitality Management preferred
• Availability during peak operating times, i.e.: weekends, holidays and special events

JOB KNOWLEDGE & SKILLS:

• Ability to learn and use the Room Master PMS System and Sirius Ware software
• Must be effective at listening to, understanding and resolving the concerns and issues raised by guests and co-workers
• Must be well organized, detailed and able to make proper decisions
• Must be able to convey information and ideas clearly
• Excellent verbal communication skills
• Compute basic arithmetic and mathematical calculations
• Strong administrative skills with a high degree of accuracy
• Excellent time management skills
• Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction

PHYSICAL DEMANDS & EVIRONMENTAL CONDITIONS:

Physical Demands data elements provide a systematic way of describing the physical activities that an occupation requires of a worker. The assessment of these elements is focused primarily on the physical demands of the job - not the physical capacities of the worker. Physical Demand refers to the level and/or duration of physical exertion generally required to perform occupational tasks (sitting, standing, walking, lifting, carrying, reaching, pushing, and pulling).

PHYSICAL DEMANDS:

• Communicating Verbally: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or the public and to convey detailed spoken instructions to other workers accurately, loudly, or quickly.
• Far Visual Acuity: Clarity of vision at 20 feet or more. This is not just the ability to see a person or object, but the ability to recognize features as well.
• Fine Manipulation: Picking, pinching, or otherwise working primarily with fingers rather than the whole hand or arm as in gross manipulation.
• Gross Manipulation: Seizing, holding, grasping, turning, or otherwise working with hand(s). Note: Fingers are involved only to the extent that they are an extension of the hand.
• Hearing Requirements: The ability to hear, understand, and distinguish speech and/or other sounds (e.g., machinery alarms, medical codes/alarms).
  • One-on-one (in person)
  • Telephone
• Keyboarding: Entering text or data into a computer or other machine by means of a keyboard. Devices include traditional keyboard, 10 keypad, touch screen and other.
• Lifting/Carrying: Lifting is to raise or lower an object from one level to another (includes upward pulling). Carrying is to transport an object -- usually by holding it in the hands or arms but may occur on the shoulder. Up to 20 pounds
• Near Visual Acuity: Clarity of vision at approximately 20 inches or less (i.e., working with small objects or reading small print), including use of computers.
• Standing/Walking: Standing is to remain on one's feet in an upright position at a workstation without moving about. Walking is to move about on foot.

ENVIRONMENTAL CONDITIONS

• Noise Intensity Level: The noise intensity level to which the worker is exposed in the job:
• Moderate
• Indoor / Office Environment