Position Summary

Perform receptionist responsibilities; assist members, guests and other staff. Operate telephone system and route calls to different stations throughout the club. Perform Front Desk clerical tasks as assigned.

Position Responsibilities

• Maintain complete knowledge at all times of:
  • All Club features/services, hours of operation.
  • All room types, numbers, layout, decor, appointments and location.
  • All room rates, special packages and promotions.
  • Daily house count and expected arrivals/departures.
  • Suite availability status for any given day.
  • Scheduled daily Club and Member events
• Maintain complete knowledge and comply with all Club and departmental policies and procedures.
• Meet with Housekeeping Manager to review daily assignments and priorities.
• Meet with departing Front Desk Agent to review business status and follow up items.
• Access all function of computer system according to established procedures and standards.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephone using correct greeting and telephone etiquette.
• Answer Club switchboard using correct greeting and telephone etiquette.
• Promote positive member and guest relations to all individuals approaching the Front Desk.
• Accommodate all requests for information in a congenial manner.
• Generate, print and distribute daily and weekly reports and dining room reservations
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up to ensure completion and guest satisfaction.
• Take record and relay messages accurately, completely and legibly.
• Offer detailed information on the voice mail system to callers and guests wishing to leave message.
• Monitor, send and distribute member and department facsimiles
• Follow Club procedures regarding emergency situations, alarm systems and emergency notifications
• Handle lost and found inventory
• Sort, open and distribute incoming mail and packages
• Issue guest cards and proper registration of guests
• Attend daily operations meeting, provide pertinent information to fellow department heads and share with rest of the Front Desk team.
• Generate and distribute Out of Office memos to appropriate departments
• Sell and charge members for miscellaneous items kept at the Front Desk (cameras, playing cards, stamps, etc)
• Issue keys to various departments with proper procedures
• Assist with the preparation and mailing of Club mailings
• Issue member auto decals and driving range gate cards
• Provide complimentary photo copies for members and faxing for a charge
• Be well versed and authoritative of the Club dress code and policies, notify Manager on Duty of any infractions.
• Assist members with other member phone numbers and addresses
• Handle PTO calls from employees; route calls to proper supervisors fill out PTO forms and place in supervisors mailboxes.
• Perform duties as discussed in the Front Desk Manual
• Legibly complete requisition for additional supplies/materials and submit to supervisor
• Review designated in-house guest list and be familiar with names and room locations
• Accommodate all guest requests expediently and courteously. Follow up with designated Club personnel to ensure completion of request.
• Legibly document all pertinent information in guest request log(s). Monitor and update log book(s) throughout shift
• Coordinate guest requests with designated vendors according to departmental standards, to include:
  • Room accommodations
  • Airline reservations, changes, cancellations
  • Transportation; bus, train, limousines, airport transfers, car rentals.
  • Car repair and servicing
  • Charter flights/rentals
  • Babysitting services
  • Banking/financial services
  • Business center services/fax or telex services/mailing and delivery services
  • Interpretation services
  • Notary Services
  • Restaurant reservations, nightclub and entertainment activities
  • Dry Cleaning, laundry, alterations, repairs, shoe shines
  • Film processing, flowers, beauty salons, shopping, formal wear rentals
  • Sporting events, golf facilities, sport and athletic activities/rentals, outdoor activities, health club facilities
  • Movie/theatre/attraction tickets, sightseeing tours, stamps
  • Golf outings
  • Dining reservations

• Legibly complete confirmation cards according to department standards and deliver to guest upon completion of each arrangement coordinated for guest.
• Relay accurate directions to guests desired destination within local area and distribute maps with highlighted routes
• Compile weekly City Events Sheet detailing special activities and events within the local area; distribute to all departments
• Assist guests in locating and retrieving lost luggage
• Distribute guest faxes
• Meet Member/Guest upon arrival at the Front Desk and escort them to their assigned room.
• Monitor and maintain the cleanliness of the lobby and work areas, Club entrance, and front desk areas.
• Take record and relay messages accurately, completely and legibly.

• Bank
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Receive payments on Member Accounts and submit to Accounting Office
• Cash checks and provide change for members as needed in accordance with the department policy.

• Overnight Suites
• Process all Suite check-ins according to established Club requirements:
  • Confirm reservation in system and review all noted information.
  • For guests without a reservation, sell a room type agreed upon.
  • Register guest in computer and generate a registration card.
  • Verify registration card information with guest.
  • Assign guest room.
  • Advise guest of any messages, mail, faxes, etc. received for them.
  • Inform guest of room safe and mini-bar key and room key procedures.
  • Communicate services and amenities included in packages to guests on packages.
  • Obtain proper identification for tax-exempt guests and attach form to registration card.
  • Obtain guest signature for designated paperwork.
  • Obtain personnel to escort guest and transport their luggage to the room.
• Provide guest room tours.
• Maintain guest history files on all guests.
• Communicate arrivals to designated personnel for escort and delivery of amenities.
• File registration cards
• Accommodate room changes expediently.
• Accept and record wake-up call requests.
• Document and confirm reservations and cancellations.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel (i.e., special requests, amenity delivery).
• Resolve discrepancies on the room status report with Housekeeping and Engineering.
• Process all check-outs according to established Club requirements.
  • Settle guest accounts following Accounting procedures.
  • Retrieve guest room key from guest.
  • Request guest comments on their stay.
• Process express check-outs throughout the shift.
• Handle requests for late check-outs according to established Club procedures.
• Assist all departments/executives in obtaining appropriate information regarding groups, inventory and guest information.
• Legibly document pertinent information in the log book for follow-up.

• Dining Reservations
• Take A la Carte and Club Event Reservations
• Document and confirm reservations and cancellations for Club events

• Other
• Assist in other Front Office areas as assigned.
• Provide guest room tours.
• Legibly document maintenance needs on work orders and submit to Manager.
• All other duties assigned

Qualification Standards

Specific Job Knowledge, Skills and Abilities:

• Ability to provide legible communication.
• Ability to communicate in English with guests, employees and management to their understanding.
• Ability to accurately compute mathematical calculations.
• Knowledge of computers.
• Ability to multi-task
• Experience in organizing events/tournaments/meetings is essential.
• Proficiency in Microsoft Word and Excel

Education

• High school graduate
• Some college or training in hospitality industry.

Experience

• Previous concierge experience
• Ability to compute accurate mathematical calculations.
• Ability to clearly and pleasantly communicate in English with guests/visitors, management and co- workers to their understanding, both in person and by telephone.
• Ability to provide legible communication and directions.
• Previous experience as Front Desk agent or similar.
• Knowledge of computers and general office equipment