Front Desk Associate
The Front Office is focused on providing efficient service and creating memorable experiences by making emotional connections with all of our guests. In this department, you will have a direct impact on the overall experience of our hotel guests and be responsible for ensuring 100% satisfaction from the moment guests arrive at the hotel until they check out. The successful candidate must have a friendly and welcoming attitude with everyone.
The Guest Services Agent will be responsible for welcoming our guests and accurately verifying all information during the check in process and following up during check out. Another important responsibility is to promote and provide outstanding recognition of all of our repeat and VIP guests.
In this role, accuracy and accountability of payment verification, process of deposits, cash collection and credit card authorizations is essential. Responsibilities will also include assisting guests with safety deposit boxes operate telephone switchboard, issuing room key in accordance with property policies and procedures, wake-up call requests and posting miscellaneous charges.
This is the ideal position for someone who has a passion for guest service, values problem resolution, and enjoys working in a fast paced environment.
Able to communicate written and spoken English
Must have exceptional guest service and communication skills, be able to work independently under pressure
Excellent overall communication skills
Able to multi-task
The ability to work well in a team environment
Able to stand for extended periods of time
Must be professional and possess excellent presentation, communication, organization, and effective time management skills
Must have very strong knowledge of the restaurants, bars, and attractions in Burlington, Vermont.
Flexible schedules and hours, willingness to work on weekends & holidays is required.
To maximize revenue by selling hotel attributes effectively & efficiently while exceeding guests expectations through memorable genuine guest interactions.
Handle reservations effectively & efficiently –sells suggestively to meet guests personal travel needs, genuine guest service is provided. Effectively selling all aspects & assets of Hotel Vermont to guests, being proactive to offer solutions to guests needs. Proactively sells Hotel Vermont’s point of difference in the market.
Responds to communications from guests, travel agents, and referral networks concerning reservations arriving by various methods or through a central reservation system. Creates and maintains reservation records- prepares letters of confirmation and promptly processes any cancellations and modifications.
Tracks future room availability on the basis of reservations, and helps develop forecasts for room revenue and occupancy. Additional duties may include preparing the list of expected arrivals for the front office, assisting in preregistration activities when appropriate, and processing advance reservation deposits. Knows the type of rooms the hotel has as well as their location and layout.
Knows of all hotel packages plans-meaning status, rates, and benefits.
Use employee empowerment to work with disgruntled guests in an efficient and effective manner, resolving their issues and turning around their experience so they are loyal Hotel Vermont guests.
Processes reservations and group blocks from the sales office, works cohesively with sales team to ensure guest satisfaction. Asks questions to anticipate potential problems to resolve before guests are making reservations.
Knows the credit policy of the hotel and how to code each reservation, following up on any outstanding payment issues. Alerts guests to cancellation policy and deposit policies. Understands & communicates hotel policy on guaranteed reservations and no-shows.
Communicates well with Front Desk, Sales and other departments in the hotel to ensure we exceed guest expectations during stay.
Maintains a clean and neat appearance and work area at all times.
Promotes goodwill by being courteous, friendly and helpful to guests, managers and co-workers.
Keeps management informed of guest’s areas of interest in order to target more clients or suggests creative offerings that guests would enjoy.
Brings any potential new business to the attention of the sales team & managers.
Cross trained in all areas of Guest Services and Housekeeping. Shows willingness to assist when needed.
Perform other duties as requested.
High school graduate or equivalent. Must speak, read. Write, and understand the primary language used in the workplace. Must be able to speak and understand the primary language used by the guests who visits the hotel.
Previous hotel-related experience desired. Experience in Opera PMS and their functionalities preferred
Housemen/women are the first line of cleaners helping to create a fresh and inviting atmosphere for the guest to arrive and enjoy their stay. They are responsible for the overall cleanliness of all the common areas of the Hotel. These include the lobby, bathrooms in lobby and 2nd floor, elevators, hallways, stairwells, meeting rooms, gym, yoga and massage area, outside patios and service closets.
House positions are the support that helps everyone. You will be primarily responsible for your assigned cleaning duties first than will be expected to assist in the delivering and disbursement of housekeeping supplies, all hotel trash and recycling not from the restaurant, restocking of ladies amenities in service closets and carts (shampoo, toilet paper etc.), helping the bellmen fulfill guest requests, possibly shoveling snow and the inside and outside of all the windows on the lobby level of the hotel.
To be successful you must have high attention to detail and have the ability to work independently as well as part of the overall team. Daily you will be asked to turn-down the guest beds in all the rooms asked by the front desk with the delivery of some sort of snack given to you by the front desk. Occasionally helping to deliver the new sheets or clean towels and supplies if laundry is busy. Embrace the Hotel philosophy of shared responsibility and enhance the guest experience and any possible opportunity.
Completion of High School program preferred
One year supervisory experience in a Hotel preferred
Must be fluent in the English language, verbal and written
Must be able to teach and coach
Good organizational and communication skills
Working knowledge of computers preferred
To communicate with all Associates and Guests to be able to provide excellent Service at all times
Must be able to lift up to 50 lbs repeatedly throughout the day and exert up to 30 lbs of force