Lobby Host Support

The Villages; Town of Middleton (WI); On-site; USD 17,000 - 22,000; Part time

Job summary

The Villages in Middleton, WI is seeking a part-time onsite Lobby Host to support both front-of-house and back-of-house operations, delivering a warm, welcoming experience for guests and team members alike.

Responsibilities include coordinating guest arrivals, maintaining the lobby environment, assisting with reservations, updating guest information in databases, restocking supplies, and assisting with events and lifestyle activities.

Qualifications

• Must be proficient in Microsoft Office, especially Excel, Outlook and Word.
• Experience with customer database software preferred.
• Strong interpersonal skills and enthusiasm for helping others.
• Ability to communicate confidently with customers, guests and team members.

Responsibilities

• Maintain a welcoming lobby environment and support front-of-house activities.
• Assist sales team with reservations, amenities and guest information.
• Enter and update customer data, contact details and interactions in databases.
• Answer lobby phone lines and respond to questions; make outbound calls as needed.
• Assist with events, lifestyle activities, and orientation for new residents and guests.
• Maintain office equipment, restock supplies, and support general admin duties.

Skills

Interpersonal skills

Customer service

Communication

Problem solving

Team collaboration

Tools

Microsoft Office Suite

Excel

Outlook

Word

Customer database software

Job description

Within the spirit of “Making People’s Dreams Come True”, this position is responsible for providing organizational and administrative assistance to ensure our Sales & Information Center locations operate flawlessly; helping to create an amazing environment and unforgettable experience for external and internal customers alike. This “behind the scenes” role provides much support for the “front of the house” effort that makes the customer experience what it is today. This position helps with the day-to-day operations and participates in a variety of functions which may include tracking and maintaining important data and processes, checking inventory and restocking supplies, assisting with lifestyle activity and club information, preparing and setting up beverage service, assisting with appointments, compiling lifestyle information, assembling packets and portfolios, maintaining office equipment, making maintenance requests, monitoring rotation and contributing to additional related administrative duties and tasks that support the operation and maintenance of our lobbies and Sales offices in general. Hospitality is a must – being an enthusiastic, loyal “supporter” of team initiatives. This role takes pride in helping maintain a forward-facing customer-oriented lobby experience while building a world class working culture behind the scenes and is an integral part of the Lobby Host Team. These duties are accomplished while delivering Raving Fans customer service to both internal and external customers.

Part Time, Onsite Positions

Responsibilities:

• Maintain a working knowledge of The Lobby Team’s processes and procedures that support ‘front of the house’ functions.
• Cultivate an inviting, helpful, and service oriented “back of the house” environment.
• Utilize applicable computer software programs to maintain customer information to include (but not limited to):
  • Enter new accounts in computer database and assist with ongoing account maintenance, communicating with affected parties.
  • Update personal contact details and document helpful customer information or interaction.
  • Schedule or complete computer activities.
  • Research activity and correspondence.
• Answer incoming lobby phone lines and assist callers with questions and requests; making outbound calls as needed.
• Assist Sales team members in making reservations, appointments, obtaining amenities, restaurants, and shopping information for their guests, so that they may fully enjoy The Villages.
• Track and compile daily representative guest activities and office coverage via computer and phone.
• Monitor and direct rotation needs, soliciting coverage when applicable.
• Escort Sales arrivals to their accommodations via golf car and provide a welcoming, helpful, and efficient check-in with the goal of setting up a natural transition to the respective Sales & Marketing Representative.
• Prepare materials and conduct applicable processes for homeowner introductions, resident closings, incoming arrivals, access card, ID’s, and mailbox key issuance, etc.
• Order, stock, prepare beverages, and clean up the refreshment stations; keeping all Host working areas organized and clean.
• Inventory marketing materials and office supplies; making orders for replenishment when needed.
• Assist with general office duties to include filing, submitting building maintenance requests, cleaning, organizing, maintaining office equipment, etc.
• Maintain trolley tour data entry, systems, and materials, supporting the “front of the house” trolley tour experience.
• Participate in the Lifestyle Expo preparation and execution, assisting with scanning, ID searches, money handling, coding, etc.
• Help prepare for other special events throughout our community as assigned to include marketing set up, flags, tents, water service, etc.
• Reserve stanchions to secure Sales parking areas during special events to ensure parking for Sales guests and employees.
• Use office computer and various other software applications, including Microsoft Office Suite, Customer Management Systems (I-series) and subsequent administrative management tools and equipment (copier, fax, etc.).
• Attend special meetings and educational sessions and assist leadership in ongoing training of new team members.
• All other duties as assigned.

Education & Experience Requirements:

• Must be proficient in Microsoft Suite, especially Excel, Outlook and Word.
• Experience with customer database software preferred.
• This position requires strong interpersonal skills, enthusiasm for The Villages and all it has to offer, a desire to serve and the ability to problem solve to handle a variety of variables.
• Must be able to communicate with customers, guests, and team members confidently and effectively.