Lakeside Marblehead, OH30+ days ago
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 hotels Emergency Manuals Accurately handle all in-house accounts, including guest names, room charges, methods of payment, special requests, etc. 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."