EXAMPLES OF DUTIES

            ESSENTIAL FUNCTIONS

1.    Welcome and acknowledge each and every guest with a smile, eye contact, and a friendly verbal greeting using the guest’s name when possible.

2.    Listen and respond to guest inquiries using a positive, clear speaking voice. Answer questions and offer assistance on hotel services, room features or amenities giving accurate information regarding outlet hours, directions to local attractions or the function of rooms, car rentals, airline shuttle service, etc.

3.    Actively listen and respond to guest questions, concerns and request using brand or property specific process to resolve issues.

4.    Exchange information with other employees using electronic devices (e.g., Nextel)

5.    Anticipate guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

6.    Thank guests with genuine appreciation and provide a fond farewell.

7.    Complete all other duties assigned by Front Office Supervisor or manager.

SUPORTIVE FUNCTIONS

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions.

·         Report all suspicious persons, activities or hazardous and unsafe conditions to a supervisor or manager.

·         Support all co-workers and treat them with dignity and respect.

·         Comply with quality assurance expectations and standards.

·         Answer phone in a professional manner and provide information as needed.

·         Address guests’ service needs in a professional, positive and timely manner.

·         Assist other employees to ensure proper coverage and prompt guest service.

·         Report accidents, injuries and unsafe work conditions to manager.

·         Document all vehicle incidents and provide reports of incidents to managers/supervisor.

·         Inspect property vehicle regularly and report any maintenance needs to the proper personnel.

·         Other duties as assigned by the supervisor such as cross-training, preventative van maintenance, etc.

OTHER

Upon employment, all employees are required to comply with the standards, rules and regulations which may be established by LHM and may be updated from time to time.  Employees who violate Hotel rules or have irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry, employees may be required to work varying schedules to reflect the business needs of the hotel.  Employees may also be required to attend group and/or department meetings in addition to the scheduled work shift as necessary.

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities to be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

·         Ability to understand and follow written and or verbal instructions.

·         Ability to effectively communicate verbally in English.

·         Ability to effectively deal with internal and external customers, some of whom will require high level of patience, tact and diplomacy to defuse anger and collect accurate information.

·         Ability to engage guests in conversation regarding their stay, property services and area attractions.

·         Ability to move, lift, carry, push, pull and place objects weight less than or equal to 50 pounds without assistance.

·         Ability to stand, walk and/or sit for an extended period of time or for an entire work shift

·         Ability to maintain confidentiality of proprietary materials and information

QUALIFICATION STANDARDS

Education:

Any combination or education and experience equivalent to graduation from high school or any other combination or education, training or experience that provides the required knowledge, skills and abilities.  High school diploma preferred.

Experience:

No prior experience required.  Prior guest service or other hospitality experience preferred.

Licenses or certificates:

Must possess a valid Chauffeurs (Class E), B or CDL license and maintain a good driving record. 

Grooming:

All employees must maintain a neat, clean and well groomed appearance (specific standards available).

"The Hospitality business functions seven (7) days a week, twenty-four hours a day.       In addition, this is a hospitality business, and a hospitable service atmosphere must be projected at all times."