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

Overview:

Responsible for providing courteous and competent services to ensure all guest requests, preferences, and communications are provided in a timely and efficient manner.

 

Responsibilities:

Provide our VIP, Executive Floor, and Repeat Guests the highest quality of customer service in a fast, friendly and timely manner

Coordinate RSVP responses for VIP, Executive Floor, and Repeat Guests' special events and necessary accommodations.

Coordinate large amenity deliveries with In-Room Dining and any other potentially impacted departments.

Maintain a current and accurate amenity list.

Coordinate and create unique and personalized guest amenities in preparation of their check in.

Communicate with our VIP, Executive Floor, and Repeat Guests prior to, during and after their stay including personalized welcome letters.

Perform general office duties

Perform special projects as assigned by General Manager and Guidance Team

Handle the VIP coordination of large events.

Represent The Hotel at Auburn University in a highly professional manner.

Maintain the highest level of confidentiality. Establish and maintain a positive, professional relationship with clients through effective, accurate, timely, and reliable communication and action. Always remaining one step ahead of the client in anticipation of their needs. Guarantee that each client's expectations, requirements and request are being met prior to arrival and throughout their visit.

Communicate with clients via telephone contact, written correspondence, and in person.

Answer all incoming calls within 3 rings and with proper greeting and telephone etiquette. Timely response to phone calls and messages, ensuring the messages are returned.

Ensure that all necessary information is obtained from the client in a timely and accurate manner.

Ensure all communication to other departments is produced accurately and on time.

Execute Pre-Stay Welcome/Preference Calls for all Executive Floor, VIP and other guests.

Ensure that all information is complete, accurate and distributed in a timely manner to all departments.

Provide hands-on support during peak business times including assistance with the War Eagle Package Holder Program

Create a frequent guest/ loyalty recognition program.

 Attend department and other property meetings.

Communicate VIP report to Guidance team every morning Monday through Friday

Maintain amenity closet by taking a monthly inventory and purchasing based on forecast.

Collect preferences from pre-called guests.

Execute and maintains guest preference program for all departments.

Enter issues reported on guest surveys and guest alerts into HotSOS.

Enter all guest issues into guest profiles.

Prepare for upcoming arrivals by liaising with housekeeping; including day-of coordination and following up with guests regarding any special requests.

Monitor work orders to ensure proper follow up with guests.

JOB REQUIREMENTS

Skills:    Strong organizational skills, as well as understanding of multi-disciplinary programs. Ability to integrate and harmonize office functions. Excellent customer service skills. Excellent written and verbal communication skills. Ability to work effectively and relate well with senior management, colleagues, subordinates, and individuals inside and outside the hotel. Must be computer literate. Must exhibit a professional manner in dealing with others and work to maintain constructive working relationships.

Other:

Regular attendance in conformance with the standards, which may be established by Ithaka Hospitality Partners 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 comply fully with AUHCC's rules and regulations for the safe and efficient operation of the hotel facilities. Employees who violate Hotel rules and regulations will be subject to disciplinary action, up to and including termination of employment.

Specific Job Knowledge, Skill and Ability

Standard office equipment, including telephone, fax, computer, hotel, and accounting programs.

  Excellent communication skills - both verbal and written required

  Excellent organization and time management skills

  Good interpersonal skills required

  Excellent listening skills required

  Ability to learn quickly

  Must be adaptable and flexible

  Ability to multi-task

  Remain calm and professional under stress

  Ability to maintain a positive attitude

  The ability to handle conflict and confrontation

  Ability to work with little or no supervision

  Be able to make decisions, possess good judgment

  Ability to listen, speak and write English to ascertain and respond to client needs.

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 responsibilities of the job, with or without reasonable accommodation, using some other combinations of skills and abilities.

Physical & Mental Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • Regularly required to stand, sit, walk, talk and hear. Requires manual dexterity sufficient to operate standard office equipment. Requires normal range of hearing and vision.
    • May be required to lift, push, pull, and move equipment, supplies, etc., in excess of twenty-five (25) pounds.
    • Must be able to resolve problems, handle conflict, and make effective decisions under pressure.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    • The work environment may involve varying conditions and circumstances with guests, staff, visitors, etc.
    • The noise level is generally moderate.
    • Flexible schedule, to include evening, weekend, and holiday hours required as business dictates.

Ability to listen, speak and write English to ascertain and respond to client needs.

Education:      High School Diploma. (Bachelor's Degree preferred)

Experience:     Minimum of two years of customer service and/or hotel experience.

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

The Hotel at Auburn University
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