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

Position Purpose: Provide Executive Level support to the Managing Director and members of the Executive Team in a professional manner. Performing support duties to include welcoming guests, managing appointments and daily agendas, schedule meetings, plan travel arrangements, resolve guest issues, coorinate amenities, office related duties, and assist with special events. Strong organization and time management skills, excellent verbal communication and writing, detailed reporting skills, critical thinking and multi-tasking, supply management, multi-line telephone handling, scheduling, presentation and interpersonal skills, travel logistics. Microsoft Office skills include but are not limited to: Outlook, Word, Excel, PowerPoint and Publisher.

EXAMPLES OF DUTIES:

                                                                                   

ESSENTIAL FUNCTIONS:

 

- Provide executive level support to the Managing Director and members of the Executive Team in a professional manner.

- Welcomes guests, clients and meeting planners by greeting them, in person or on the telephone; answering or directing inquiries.

- Manage appointments and daily agenda; Schedule in-house and off-site meetings in a courteous manner.

- Plan travel arrangements including flights, lodging reservations, transportation. Prepare detailed itineraries.

- Draft, organize and distribute pre and post meeting reports by collecting and analyzing information. Follow up, update and distribute meeting minutes.

- Resolve guest issues in a timely and professional manner. Follow up to ensure complete guest satisfaction.

- Draft letters, gift certificates, welcome notes and other documents of behalf of the Managing Director.

- Coordinates VIP arrival amenities, gifts and some reservations. Collect guest preferences and distribute accordingly.

- Coordinates VIP arrival amenities, gifts and some reservations. Collect guest preferences.

- Maintain guest's confidence and protects operations by keeping information confidential.

- Handles office related duties: printing, faxing, copying, scanning, laminating and binding.

- Organize and maintain files and records.

- Assist with special events and classes related to AU College of Human Sciences, HRMT Program.

 -Maintain a professional demeanor in all situations and be able to withhold confidential information; May also be required to work some nights and weekends.

- Using Open Table to make and coordinate reservations in Ariccia Trattoria and assisting in keeping guest history accurate and clean in Open Table.

- Collecting recaps from special events and ensuring the master recap binder is kept up to date and organized.

- Collecting monthly reporst from Food & Beverage departments and distributing to Food & Beverage Director and Director of Culinary Operations.

- Attend various meetings and take minutes of the necessary meetings.

- Work with Ariccia, Piccolo, HC Valentine & In-Room Dining to ensure menus are updated, printed and distributed accurately.

- Ensure hours of operation are accurate on website, TripAdvisor, Facebook, Open Table, etc

- Order office supplies for departments

- Keep Food & Beverage unifocus boards updated, daily.

- Prioritize all telephone calls, in-person visitors and schedule appointments.

- Compose correspondense for the DOFB, such as welcome letters, guest follow-up letters, etc

Other:

 

Daily Basis:

- Open office

- Manage Traces Early a.m.

- Assist in managing schedules, mange own calendar and schedule.

- Print incoming Unifocus Guest Alerts and research data, distribute to appropriate GT member in order to quickly initiate the service recovery process.

- Draft QIAFs in a timely manner, professionally communicating the issue and the resolution, on behalf of Managing Director as well as when personally involved with guest issues.

- Answer Executive phones, avoid placing guests on HOLD, handle telephone requests and relay messages as accurately as possible.

- Own telephone (Answer within 3 rings and with a smile in your voice) "Good morning/ evening /afternoon! Thank you for calling the Executive Offices, this is_(name)___, how may I assist you?"

- Create meeting materials (copy, print, bind, scan, etc.).

- Incoming/Outgoing mail sorting and distribution.

- Maintain all Master Recap Binders to ensure all marketing materials, BEOs and recaps are in order. (Master Recap Binder, AU Football Binder, Hospitality Gala Binder...).

- Maintain all renovation binders to ensure all Purchase Orders, item model numbers and deliveries are in order.

- Save/ File copies of M.O.D., Safety and Security and Walk Reports.

- Maintain Check Log and Daily Check Drops.

- Xerox printer (Executive Offices machine ONLY) general maintenance and supplies.

- Guest Business Center general maintenance and supplies (toner, copy paper, pens, staples, paper clips).

- Executive Office break room (coffee, cups, water, sodas...)

- Respond to Emails in a timely and courteous manner.

 

 

 

Weekly Basis:

- Print guest comments from Unifocus for Managing Director then distribute to Department heads.

- RoundTable (Data collected from monthly RoundTable meetings; updates collected from Department Heads weekly, after PEP Meeting) Have document updated by next PEP meeting.

- Survey Boards (Data collected from Unifocus every Tuesday).

- Critical Rank Report (Data collected from Unifocus every Tuesday).

- Leaders Meeting attendance sheet. Update Excel spreadsheet weekly.

- Ensure timely completion of the Leaders Schedule.

- Print out 10 Day Events Report, distribute.

- PEP Presentation calendar invite

Monthly basis:

- Collect monthly reports from Ariccia, Piccolo, Banquets, Guest Services, Housekeeping and Engineering, (from each department head) follow up to ensure timely delivery to Managing Director.

- Email PEP reports to corporate on the 1st and 15th of each month.

- Schedule AU facilities meeting.

- Maintain CTE Calendar Rotation.

 

Semi Annual basis:

- Strategic Planning Edit, copy, bind and distribute to the Guidance Team. Pre and post retreat.

 

Annual basis:

- Hospitality Gala (Assist as assigned by Managing Director)

- AU Football: Handouts, Guest parking passes, Ariccia parking passes, Storybook Farm parking passes. Welcome newsletters as well as distribution of hours of operation for the upcoming football weekend. Must be finalized by Wednesday E.O.B., prior to each home football game, due to a few of the Package Holders arrival and check in on Thursdays.

 

 

As needed/Projects:

- Update and distribute the Leader's Contact Listing upon each new employee orientation or separation from the company.

- Travel arrangements: Hotels/Flights/ Lodging/ Rental Car.

- Detailed Travel Itineraries, Confirmations and Directions.

- Draft Thank You notes.

- Prepare Managing Director's Expense Reports based on travels, Board Meetings and Client meetings.

- Collect guest preferences in order to provide a unique experience every visit. Prepare and distribute VIP amenities, gift baskets and welcome notes. Follow up to ensure proper delivery.

- Tour d'Italia Cooking Class: scheduling, coordinating, preparation and execution. (Reservation, confirmations, booklets, menus, gift baskets)

- Prepare and distribute Purchase Orders as needed.

- Prepare basic signage, laminate.

- Draft PowerPoint presentations and hand-outs for Managing Director's various speaking engagements and class presentations.

- Assist with HRMT Classes and projects such as Hotel Tours, Intro Classes, and The Hospitality Gala.

- Prepare Check Requests.

- Order Business Cards for all leaders, as needed.

- Order letter size envelopes with Hotel Logo, as needed.

- Order stationary note cards and envelopes with Hotel Logo, as needed.

- Order plaques from Newspapers and Magazine articles.

Regular attendance in conformance with the standards, which may be established by Capella Hotel Group, LLC/AUHCC 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 Capella Hotel Group, LLC/AUHCC 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.

 

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.

 

 

Provide accurate information to inquiries for directions, hours of operation, etc.

 

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

 

Perform other duties as requested by the manager.

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.

Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy.

Proficiency in English grammar and composition.

 

Ability to access and accurately input information into a computer using Outlook, Word, Excel, PowerPoint and Publisher.   Must possess ability to learn/operate proprietary software.

 

Typing proficiency at 75-100 wpm.

 

Ability to follow written and/or verbal instructions.

 

Ability to stand and/or sit and continuously perform essential job functions for duration of shift.

 

Ability to set-up and maintain filing systems.

Qualification Standards

 

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

 

Office may be crowded with considerable traffic, frequent interruptions and background noise such as telephone, office machines, and voices.

 

Activities include sitting, walking, standing, seeing, hearing, talking, fingering, feeling, grasping, reaching, bending, kneeling, and crouching. Ability to lift and carry objects such as dockets, reports, binders weighing up to 20 pounds.

 

Considerable repetitive motion of hands and wrists as relates to the operation of computer keyboards and other office machines.

 

Requires the ability to coordinate data as it relates to the sequence of time and events.

 

 

Interaction with all types of people.

 Education:

 

Minimum of two years of administrative, secretarial experience required.

 

High School Diploma required, College Degree Preferred.

The Hotel at Auburn University
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