Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one&039;s voice, using the callers&039; name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Physical Tasks
Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting, using the guest&039;s name when possible.
Working with Others
Thank guests with genuine appreciation and provide a fond farewell.
Policies and Procedures
Computers/Software
Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.
Office Equipment
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Address guests&039; service needs in a professional, positive, and timely manner.
Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality.
Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Protect the privacy and security of guests and coworkers.
Guest Relations
Documentation/Reporting
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Perform other reasonable job duties as requested by Supervisors.
Create and maintain computer- and paper- based filing and organization systems for records, reports, documents, etc.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
Follow company and department policies and procedures.
Transmit information or documents using mail, or facsimile machine.
Transmit information or documents using a computer.
Communication
Enter and locate work- related information using computers and/or point of sale systems.
Anticipate guests&039; service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Support all co- workers and treat them with dignity and respect.
Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation. Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other employees. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.
Talk with and listen to other employees to effectively exchange information.
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservations, and answer inquiries from guests. Transmit information or documents using a computer, mail, or facsimile machine. Operate standard office equipment other than computers. Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software. Handle incoming and outgoing mail, including date stamping and distributing incoming mail. Create and maintain computer- and paper- based filing and organization systems for records, reports, documents, etc. Compile, copy, sort, and file records of office activities, business transactions, and other activities. Enter and locate work- related information using computers and/or point of sale systems.
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Develop and maintain positive and productive working relationships with other employees and departments.
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Maintain confidentiality of proprietary materials and information.
Assist other employees to ensure proper coverage and prompt guest service.
Speak to guests and co- workers using clear, appropriate and professional language.
CRITICAL COMPETENCIES
Initiative
Multi- Tasking
Computer Software
Applied Reading
Typing
Telephone Etiquette Skills
Adaptability/Flexibility Organization
Integrity
Presentation
Communication
Personal Attributes
Dependability
Planning and Organizing General Administration
Team Work
Interpersonal Skills
Microsoft Office
Positive Demeanor
Customer Service Orientation
Analytical Skills
Listening
Computer Skills
Diversity Relations Communications
Time Management
Writing
Learning Interpersonal Skills
Stress Tolerance
Detail Orientation
English Language Proficiency
