This position maximizes revenue and creates value by providing excellent customer service. This includes effective reservation sales, handling all guest accounts efficiently and accurately, and assisting in all phases of the guest experience, such as check-in, check-out, and problem resolution.
This employee must display effective listening and communication skills, initiative, ability to work independently and in teams, and lead by example. He/she must be able to exercise good judgment and discretion, display effective problem-solving skills, and provide excellent customer service. Additionally, he/she must have the ability to multitask, maintain composure under pressure, and display a high level of professionalism, integrity, and follow-through. We expect our employees to approach their work with passion, enthusiasm, and attention to customer satisfaction. We also expect our employees to champion, embrace, and live the company values.
Our Values embody:
- Integrity: We are honest, genuine, and transparent in our interactions.
- Concern for Others: We care for each other and our guests.
- Collaboration: We value diversity and the “come as you are” spirit and personality.
- Accountability: We make mistakes, learn from them, and strive for continuous improvement.
- Hospitality Soul: We have fun creating lifelong memories for each other and our guests.
Compensation: $15 - $17 hourly
Essential Functions of the Job:
- Regular attendance and reporting to work on time, ready to begin your shift, is an essential function of employment (being tardy places an unfair burden on the team)
- Ability to work flexible schedules (including weekends, nights, holidays) to meet hotel/guest needs
- Communicating effectively, both verbally and in writing (i.e., use appropriate language, display proper tone, attitude, and body language when communicating)
- Ability to understand and follow instructions as directed by supervisor/manager
- Working safely is a condition of employment. All employees must follow the safety policies
- Performing the job duties as described. (Reasonable accommodations will be considered in accommodating disabilities. If you believe you need an accommodation, please speak with your supervisor, General Manager, or Human Resources.
Expectations of all Employees:
- Be polite, courteous, and helpful to all guests and coworkers, displaying a positive “can-do” attitude while maintaining a high level of professionalism consistent with the company values
- Acknowledge our guests with a smile and a friendly “hello.” Promptly attend to guest needs
- Comply with all hotel policies and procedures, i.e., Employee Handbook, Conduct Policy, Safety Policy, etc.
- Comply with guest privacy standards
- Report to your supervisor or the MOD, immediately, all injuries occurring while on duty, no matter how minor. (Fraud, Dishonesty, and False Statements regarding an injury will result in disciplinary action up to and including termination)
- Act as a safety and security agent by identifying and reporting potential risks to guests and/or employees to the Manager or General Manager
- Arrive to work on time (follow call-out policy), and in appropriate work attire (uniform, footwear), neat in appearance
- Complete work in a timely manner and meet productivity standards/expectations
- Keep the work area clean, neat, and well-organized
- Demonstrate a team behavior and attitude of working together effectively to accomplish tasks (even if outside specific job duties)
- Seek approval from management prior to working overtime (i.e., punching in early or staying beyond the scheduled shift)
- Perform additional duties as assigned
Responsibilities
- Welcome and check-in guests in a friendly and efficient manner, demonstrating excellent customer service and phone etiquette
- Accountable for assigned cash drawer(s) and cash balances (make correct change)
- Answer and transfer calls in a timely (preferably 3 rings) and courteous fashion
- Manage all aspects of the reservations process (process room reservations, secure deposit, and send confirmation); use suggestive selling techniques, stay abreast of local rates, in-house strategy, group and special rate plans and packages, available inventory, etc.
- Monitor reservations email account; reply to e-mail correspondence in a timely, courteous, and professional manner; process e-mail requests/reservations accordingly
- Understand how to check room availability and housekeeping/maintenance status, ensure against overbooking, and ensure that guests are provided with an inspected room
- Maintain full knowledge of all room types, features, locations, and rates
- Verify the accuracy of information in the property management system by entering data correctly and checking daily arrivals
- Effectively handle all guest inquiries, requests, and complaints; confirm that guest needs have been met; timely alert the manager on duty to any unresolved complaints
- Communicate effectively with all departments
- Develop a working knowledge of local attractions, business locations, and points of interest
- Review daily activities and groups, communicate details with co-workers and guests as needed
- Direct traffic inside the hotel with vendors, overnight guests, employees, meeting attendees, restaurant/ lounge guests, visitors
- Know location, basic troubleshooting, and relevant contact list for all major hotel systems
- Knowledge of all hotel services, amenities, and hours of operation
- May be the first point of contact during any emergency; be familiar with all emergency procedures as documented in the hotel's Emergency Manuals
- Accurately handle all in-house accounts, including guest names, room charges, methods of payment, special requests, etc.
- Handle services for guests, including guest mail, messages, telephone calls, faxes, wake-up calls, after-hours requests (i.e., extra towels, pillows, etc.), and general inquiries
- Confirm guest satisfaction at check-out and take appropriate corrective action if necessary. Say, “Thank you.”
- Perform daily reporting requirements based on specific hotel needs
- Ensure transfer of information from shift to shift at the Front Desk
- Keep an adequate inventory of front desk and guest supplies available at all times. Communicate shortages as necessary
- Understand operation of guest room features, i.e., HVAC units, thermostats, showers, windows, etc.
Qualifications
Experience:
- High School diploma and/or equivalent work experience
Performance Measurement:
- Ongoing feedback from supervisor, attendance, productivity, feedback from staff, guest comments, and scores
Physical Demands:
- Work is performed in a hotel environment. This position is physically demanding as it requires extended periods of walking, standing, bending, and lifting up to 50 pounds. Moderate to frequent levels of computer keying using both hands, and viewing material on a computer screen. Extended workdays may be required to accomplish tasks and meet workload demands during peak periods. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
About The Wave at Marblehead
The Wave is a Boutique Hotel On The Shores of Lake Erie. The Wave at Marblehead is a transformed modern boutique hotel experience that brings a sense of relaxed luxury to this lakeside paradise. The Wave offers expanded family-friendly amenities, beautiful lake views, and inspired on-site dining. Guests will enjoy a refreshing outdoor pool and games, a fitness studio, pickleball, and a variety of on-site amenities designed for all ages.
