Department: Front Office

Reports to: Lead Concierge

Purpose: Provide outstanding service, assistance and services to guests in order to ensure that their arrival and departure experience is pleasurable and informative. Arrange all guest needs during stay, make recommendations and process all requests of the guest.

Beauport Hospitality Group encourages and expects all associates to develop the skills necessary to provide exceptional service both in and outside of their primary department. It is necessary that associates have the ability to multi-task and deliver outstanding service outside of their primary responsibilities listed on their job description.

Essential Functions:

¨ To arrange bookings, reconfirmation of airline tickets etc.

¨ Be fully acquainted with the different points of interest on Cape Ann

¨ Assist in arranging for restaurant reservations and limousines as required by our guests

¨ Ensure the delivery of parcels, faxes, mail, special deliveries, etc. to guestrooms

¨ Accept other special duties as required by management

¨ Interact with other departments to ensure that guests needs are satisfied

¨ Follow-up with guests and hotel departments to see that problems are resolved

¨ Ensure smooth flow of traffic within lobby

¨ Monitor beverage station in lobby

¨ Handling of special requests i.e. flowers, FedEx packages, rental cars, forwarding luggage, private planes, etc.

¨ Arranging interpreters, public stenographers, sight-seeing tours advising of quality shopping areas

¨ Lead/Direct Bell and Door staff to ensure guest requests are fulfilled

¨ Provide telephone services and operate the telephone switchboard effectively

¨ Greet and welcome all guests in a professional and hospitable manner

¨ Interact with guests in a respectful, cheerful, and polite manner and effectively service the guest’s needs

¨ Have a thorough working knowledge of hotel property management system

¨ Have full knowledge of all parking options and charges, always offering luggage assistance

¨ Contact housekeeping or maintenance staff when guests report problems

¨ Professionally handle guest complaints, solve problems, apologize/emphasize during guest complaints, follow up

¨ Answer inquiries pertaining to hotel services, registration of guests, and shopping, dining, entertainment, and travel directions

¨ Maintain the lobby and sitting area including ensuring the coffee, other beverages and snacks are replenished

¨ Handle all lost and found inquiries efficiently and professionally, following proper guidelines

¨ Contact Housekeeping/Engineering when guests report problems

¨ Be informed of all events taking place at the hotel on a daily basis

¨ Answer questions for guests both at the front desk and over the phone

¨ Make special deliveries to guest rooms with gift baskets, champagne, or other special food and beverage items

¨ Know and practice all safety and emergency procedures, including handling of emergency phone calls and what to do in an emergency situation

¨ Be thoroughly acquainted with guest check-in/out procedures

¨ Flexibility to step into whatever role is needed at the time in order to deliver exceptional customer service. This may include taking on job responsibilities outside of this job description and may require assisting other departments in their regular functions.

¨ Comply with hotels policy and procedures regarding attendance and attire

¨ Willingness to work weekends, holidays, and/or flexible hours

Hotel Specific Essential Functions:

¨ Ability to stand for 8 hours’ length of time

¨ Ability to lift 50 lbs.

¨ Ability to bend frequently during a shift

¨ Ability to repetitively use manual dexterity

¨ Ability to move quickly based on needs

¨ Ability to read, write, understand and speak English

¨ Ability to communicate effectively to co-workers and guests

Technology and Equipment:

¨ Time Keeping System

¨ Point of Sale (Gift Shop)

¨ Property Management System

¨ Microsoft Office, Word, Excel, Outlook

¨ Intermediate computer technology and internet

¨ Telephone Switchboard

¨ Credit card processor

¨ CB Radio

Working Environment:

¨ Hotel property with approximately 100 guest rooms

¨ Work will primarily take place in front of house hotel areas, public spaces incl. lobby, and front desk areas

¨ Group and solo work

¨ Practice and observe all safety procedures

¨ Interior of hotel, in all areas with exposure to extreme temperatures

¨ Exterior of hotel with exposure to weather conditions

No Job Description for a position can possibly include all duties which may be requested by guests or required by the hotel. The objective of all positions is to effectively provide the services personally, or to immediately refer requests to the appropriate department manager. The items listed above are a summary of the major responsibilities of the position that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Experience and Skills:

¨ Professional and confident verbal communication skills

¨ At least 2 years’ customer service experience, hotel preferred

¨ Must be able to move quickly, based on business needs

¨ Proven ability to multi-task

¨ Proven ability to organize and book events, working closely with vendors and contacts

¨ Neat and professional appearance

¨ Positive, team player attitude

¨ Self-motivated individual
From: Cruiseport Gloucester LLC