Hotel Front Desk Team Member - PT (18+) at Bear Creek Mountain Resort and Conference Center in Macungie, PA

Job description

• The ideal Hotel Front Desk Team Member for Bear Creek is a guest service focused individual with the ability to help create a positive, memorable experience for our guests. The successful team member will be able to work with their team as well as individually, have good communication skills, be detail oriented and foster the Bear Creek culture by focusing on our guests. This position will be an important member of the Hotel Front Desk team, welcoming the hotel guest, correctly and efficiently completing their registration/check-in process and ensuring that their hotel needs are met with the high level of service standards we have established. As this position is often the first and last team member the guest interacts with, it is important to welcome and thank each guest.

Responsibilities

• Provide our guests with efficient, friendly and thoughtful service
• Provide the first and last impression the guests will have of Bear Creek Mountain Resort
• Complete check-in and check-out procedures, compute bills, collect payment and make change for guests as required
• Answer inquiries pertaining to the resort's amenities, services, policies, area attractions, dining, and directions
• Answer telephones/PBX with proper telephone etiquette and direct calls accordingly
• Make, confirm and cancel reservations for guests or answer a variety of questions for guests pertaining to their reservations
• Communicate with other departments as needed via telephone and two-way radio
• Balance all cash receipts and work performed during shift and perform a bucket check on shift
• Handle dissatisfied customers efficiently and courteously to ensure their satisfaction
• Ensure all special groups, tours, corporate guests get necessary attention to all details such as billing, luggage, transportation, etc.
• Acknowledge all guests and respond promptly to their needs, however busy and whatever time of day. Ensure unresolved incidents are reported to Manager/Supervisor
• Familiarity with all hotel services/features and local attractions/activities to respond to guest inquiries accurately
• Contribute to the team's success by accomplishing tasks and assisting with projects as needed
• Maintain knowledge and compliance with departmental policies, service procedures, and standards
• Work as a team member to ensure our guests have the best possible experience
• Understand emergency procedures and be able to apply them when necessary
• Report any incidents, property damage or injuries immediately to Manager/Supervisor
• Attend department meetings and training sessions as necessary
• Other duties as assigned by Manager and/or Supervisor
• Support Southern Management's Mission, Vision, and Values
• Comply with Bear Creek and Southern Management's policies and procedures

Requirements

• Must be at least 18 years of age
• 1 year previous guest service experience preferred
• Classes or degree in Hospitality Management preferred
• Availability during peak operating times, i.e.: weekends, holidays and special events
• Ability to learn and use the Room Master PMS System and Sirius Ware software
• Must be effective at listening to, understanding and resolving the concerns and issues raised by guests and co-workers
• Must be well organized, detailed and able to make proper decisions
• Must be able to convey information and ideas clearly
• Excellent verbal communication skills
• Compute basic arithmetic and mathematical calculations
• Strong administrative skills with a high degree of accuracy
• Excellent time management skills
• Ability to work effectively in stressful, high-pressure situations while maintaining composure and guest satisfaction

Skills

Required

• Excellent verbal communication skills
• Excellent time management skills

Benefits

• Bear Creek offers loads of discounts and privileges for our team members.
• Skiing and snowboarding*
• Free rentals*
• Free lesson*
• Free snow tubing*
• Referral bonus
• Discounted tickets for Bear Creek events
• Free access to Mountain Activity Center activities for team members and 50% off for 4 family members or friends*
• Discounts on items from the Hotel gift shop and Slopeside Sports retail store
• Discounts at the Spa
• Discounts at our Restaurants*
• 1 Employee Benefit Pass to ski and snowboarding at a reduced price
• Discount programs with outside companies
• Hours worked on Company holidays (4 days/year) will be paid double time
• 401(k) program for team members 21 and over
• *Some restrictions apply based on availability and season.