The Hotel at Auburn University
  • Auburn, AL, USA
  • Full Time

POSITION PURPOSE: 

To serve as Manager On Duty, to reconcile hotel daily revenues, to perform in a pleasant, professional and efficient manner, a combination of duties mainly related, but not limited to, to check-in and checkout guests, which contributes to an overall positive experience.

 

EXAMPLES OF DUTIES:

 

ESSENTIAL FUNCTIONS:

Greet customers immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listen to understand requests, respond with appropriate action and provide accurate information such as outlet hours and local attractions.

Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate. Make appropriate selection of rooms based on guest needs. Code electronic keys. Non-verbally confirm the room number and rate. Provide welcome folders containing room keys, certificates, coupons and refreshment center keys as appropriate. Requires continual standing and movement throughout front office area.

Verify and accurately imprint credit cards for authorization using electronic acceptance methods. Handle cash, make change and balance an assigned house bank. Accept and accurately record vouchers, traveler's checks, and other forms of payment. Perform accurate, moderately complex arithmetic functions using a calculator. Post charges to guest rooms and house accounts using the computer.

Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages and communicate the content to the guest. Retrieve mail, small packages and facsimiles for customers as requested.

Close guest accounts at time of check out and ascertain satisfaction. In the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances. 

Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.

Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remain calm and alert especially during emergency situations and heavy hotel activity. Plan and implement detailed steps by using experienced judgment and discretion.

Audit functions as assigned by the Assistant Controller.

Other administrative duties assigned by the Guest Services Manager.

Perform other duties and responsibilities asked by the Controller and the Assistant Controller based upon department needs.

 

 Other:

Regular attendance in conformance with the standards, which may be established by Richfield from time to time, is essential to the successful performance of this position. Employees with 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. 

Upon employment, all employees are required to fully comply with Richfield's rules and regulations for the safe and efficient operation of hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

 

SUPPORTIVE FUNCTIONS:

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the hotel.

Ensure all back-up vouchers are complete. 

Coordinate with the front desk and restaurants/bars closing to facilitate a smooth operation of file maintenance and reset of system totals for next day operations. 

Provide instruction and/or guidance for guest and employee safety in fire or other emergency situations.

 

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and 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.

Basic mathematical skills and ability to operate a 10-key by touch.

Ability to effectively deal with guest and employee concerns in a friendly and positive manner. This involves listening to the nature of concern, demonstrating empathy with the customer and providing positive and proactive solutions.

Ability to access and accurately input information using a moderately complex computer.

Ability to read, write and speak English sufficient tot understand and communicate with employees and guests. Must have excellent telephone etiquette skills.

 

QUALIFICATION STANDARDS 

Working Environment / Physical Activities:

Inside with protection from weather but not necessarily changes in temperature.

Physical activities include standing or sitting for long periods of time. Walking, talking, seeing, hearing, talking, fingering, feeling, reaching, bending, grasping, holding. Considerable repetitive motion of hands, fingers and wrists as pertains to the operation of a computer keyboard. 

Requires working all nighttime hours.

 

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

Experience: One-year experience in a similar size operation required. Hotel experience preferred. 

Licenses or certificates: None.

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

 

The Hotel at Auburn University
  • Apply Now

  • * Fields Are Required

    What is your full name?

    How can we contact you?

  • Sign Up For Job Alerts!

  • Share this Page
.
logo Accomodations Dining Meetings Events Speical Offers About