Job Details

EOE Statement
We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.

Description

MAIN DUTIES AND RESPONSIBILITIES:

• Maintain knowledge and communicate, scheduled daily activities, daily arrivals/departures, features and services provided by the hotel, hours of operation for each outlet.
• Promote positive relations with all individuals who approach the front circle and be a role model for LQA standards.
• Maintain the cleanliness, sanitation, and organization of front drive, hotel entrance, bell desk, storage and work areas.
• Maintain a positive work environment with high team member morale showing empathy and respect to team members and guests.
• Anticipate guest requests and requirements in order to satisfy them efficiently and promptly.
• Maintain confidentiality of hotel guests and pertinent hotel information.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.
• Anticipate guests' needs, respond promptly and acknowledge all guests, regardless of work volume or time of day.
• Escort arriving guests to guestrooms and orient them to the property as well as the features of their rooms.
• Assist guests with transportation needs.
• Remain in assigned post position, maintaining correct stance.
• Assist guests with luggage.
• Park and secure guest vehicles.
• Organize guest car keys and cars nightly so that they are in proper order for morning departures
• Assist as needed with in-room dining tray deliveries and pick up.
• Assist as needed with delivery of amenities, roll away beds, etc.
• Ensure that proper newspapers are delivered to guest rooms according to Belmond El Encanto standards
• Maintain a professional appearance, impeccable grooming and uniform standards.
• Satisfactorily communicate in English with guests, visitors, management and co-workers to their fullest understanding, both in person and on the telephone.
• Provide legible communication and directions.
• Understand guest inquires and provide responses.
• Promote positive relations with all individuals who approach the Front Desk and by telephone.
• Remain professional and courteous with demanding or difficult guests or situations, in order, to turn them to the positive.
• Focus on the guest needs remaining calm and courteous.
• Think clearly, quickly and make concise decisions.
• Prioritize, organize and follow up.
• Work well under pressure on any arrivals and/or departures within any given period of time.
• Focus attention on details.
• Ensure security and confidentiality of guest and hotel information.
• Ensure security of guest room access.
• Remain stationary at assigned post for extended periods of time, standing or sitting.
• Work cohesively with other departments and co-workers as part of a team.
• The management of all reservation calls and inquiries directed to the hotel in a courteous and efficient manner.
• The thorough knowledge of all hotel room types, room numbers and rate structure.
• The handling of all guest inquiries in a prompt and courteous manner, whether personally or by directing
• Ability to satisfactorily communicate in English and /or any foreign language with guests, management and co-workers to their fullest understanding.
• Provide legible communication.
• Accurately compute valuable mathematical calculations.
• Familiarity with yield management and cost controls.
• Enforce hotel's standards, policies and procedures with the Front Office staff.
• Create and maintain a positive work environment to ensure an excellent work relationship with other departments and to ensure the guest expectations.
• Be a clear thinker analyze and resolve problems pertaining to hotel standards.
• Prioritize and organize work assignments and delegate work.
• Direct performance of staff and follow up with corrections where needed.
• Train and motivate staff on a daily basis to maintain a cohesive team.
• Focuses attention on details by doing daily rounds of the guest rooms and public areas.
• Remain professional and courteous with demanding or difficult guests or situations, in order, to turn them to the positive.
• Ensures security and confidentiality of guest and hotel information.
• Ensures that all special guest needs and expectations are met and exceeded.
• Prepares schedules, in order, to ensure budget expectations.
• Maintains excellent grooming and dress codes for all staff workers.
• Aware and practices safety and emergency procedures of the hotel.
• Use utilities and resources in a responsible manner to control wastage.