Reservations / AYS and Administrative Assistant

Description

Guest Services:

• Maintain complete knowledge of hotel amenities, layout, local attractions, and transportation options.
• Provide accurate directions and information regarding local and metro areas.
• Stay informed on in-house groups and functions, and “post up” to demonstrate readiness to assist guests.
• Follow security procedures with regard to room keys, master keys, etc.
• Assist with guest check-ins and check-outs, ensuring a courteous and professional manner at all times.
• Promote guest-related programs (e.g., Marriott Rewards, Comment Cards).
• Maintain a clean, organized work area and handle multiple tasks effectively during peak times.
• Accurately manage cashiering transactions and complete registration paperwork without errors.
• Ensure customer complaints are recorded in the Guest Response Program and that guests receive timely and professional follow-up.
• Handle Room Service orders and payments with knowledge of culinary terminology and the Room Service POS system.
• Prepare and manage wake-up calls and handle mail and messages as per outlined procedures.

Administrative Support:

• Organize, classify, and maintain files and documents according to internal audit regulations, ensuring compliance and accessibility.
• Support the General Manager in daily office tasks, including document preparation, filing, and scheduling.
• Keep up-to-date records and assist in tracking deadlines for required inspections, permits, and compliance documents.
• Use slow periods effectively to stock supplies, clean, and prepare documents as needed.
• Record all guest issues and interactions accurately, ensuring a high standard of service documentation.

Other Key Duties:

• Adhere to all credit, check-cashing, and cancellation policies and procedures.
• Demonstrate knowledge of all Front Office functions, including Bellstand, Concierge, Rooms Control, and more.
• Be open to a flexible schedule, including weekends and holidays.
• Attend all scheduled department meetings and complete Service Excellence training with an 80% or higher.

Requirements:

• Strong task orientation and ability to meet deadlines.
• Excellent organizational skills with attention to detail.
• Ability to operate effectively in both a guest service and administrative role.
• Knowledge of hotel reservation systems and front desk operations is a plus.
• Flexibility to assist guests and support other departments when needed.

This position is ideal for a motivated individual who thrives in a guest-centered environment while also being adept at handling essential administrative tasks. If you’re ready to join our team and make a positive impact, we’d love to meet you!