H6260 FRONT DESK PHONE OPERATOR

Inn of the Mountain Gods Resort and Casino•Mescalero, NM

2d•Onsite

About The Position

This position requires greeting guests who call and offering them any assistance they may request. Must have thorough knowledge of Inn of the Mountain Gods Resort and Casino and be able to communicate information to guests and to other Departments. Front desk operator is responsible for answering and handling all incoming calls, directing guests when needed, and handing each stage of a hotel stay, from reservations, to arrival, to departure and all aspects of customer service.

Requirements

Meets IMGR&C Values that are reflected in the letters A-P-A-C-H-E, Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm.
Approaches all activities with enthusiasm and encourages enthusiasm from others.
Chooses a positive approach in all situations.
Treats others with respect in all situations.
Works in collaboration with other Team Members to achieve event goals, exemplifies teamwork.
High School Diploma or GED.
Minimum of six months hospitality experience in a hotel or resort.
Very strong communication, problem solving, decision making, and interpersonal skills;
Superior customer service, teambuilding and conflict resolution skills;
Knowledge of the principles and processes for providing personalized services including needs assessment techniques, quality service standards, alternative delivery systems, and guest satisfaction;
Basic computer software skills required;
Possess a good understanding of numbering flow “Debits/Credits”, adjusting entries and correction.

Responsibilities

Provides all services of the Front Office; including, but not limited to: lost luggage stateroom changes, lost and found service, printing and issuing guest receipts
Answers inquires pertaining to Front Office services and general information. Responds to guest concerns in a considerate, professional and positive manner by showing empathy and listening actively. Takes ownership of guests concerns, by following-up and ensuring complaints are resolved to the guest’s satisfaction. Maintains Guest Resolution Log.
Maintains knowledge of the resort such as; regular events and special functions by reviewing all available sources in order to provide guests with accurate information to answer questions and handle special requests.
Is aware of, and/or acquires the necessary knowledge to comply with the resorts standard operation, in order to assist guest’s inquires.
Attends meetings, training activities, courses and all other work-related activities as required.
Performs related duties as required. This position description in no way states or implies that these are the only duties to be performed by IMG employee occupying this position. IMG employees will be required to perform any other job-related duties assigned by their supervisor or management.
This position is responsible for indirect cost containment through the proper use, handling and maintenance of records, reports, documents, and equipment.
Ensures that guests are charged for pertinent special requests and services.
Can explain and demonstrate Hospitality Behaviors and Performance Standards.
Understands where to get the information needed to complete tasks to standard.
Can explain and demonstrate technical skills used to complete tasks to standard.
Can explain or demonstrate the behavioral values or standards needed to complete tasks to standard.
Understands how to take ownership of problems and solve them when solutions may not be available.
Can explain how to request help from others when needed to complete task or goal.
Has complete knowledge and can tell others of IMGR&C products and services.
Provide guests with directions or other venue information. Act upon all comments/complaints in a prompt, professional and friendly manner.
Performance meets expected end results and standards in Key Responsibilities and those listed on technical / operational SOP’s and task lists.
Responds to obstacles; finds new ways to reach desired end results.
In absence of guidance, acts and takes charge to respond to guest or internal customer needs.
Responds to change by quickly applying talent and skills in a positive way to succeed.
Supports achievement of Quality Goal; “Do it right the first time.”
Acts to protect and preserve property of IMGR&C. All areas, equipment and furnishings are kept exceptionally neat, clean and in good repair.
Makes suggestions to improve performance.
Behavior meets IMGR&C standards (Mission, Values, Hospitality Behaviors, Customer Recovery Skills).
Approaches all activities with enthusiasm and encourages enthusiasm from others.
Chooses a positive approach in all situations.
Respects individuality of others; continues to communicate in order to work together.
Speaks positively about guests, other team members and our business in all situations on and off property.
Treats other with respect in all situations.
Serves others.
Identifies and can communicate needs of guests and others.
Takes quick action to serve others in a way that meets/exceeds their needs.
Identifies ways to improve individual or team’s service to others.
Provides service outside job responsibilities if needed to help resort succeed.
Takes ownership of guest problem(s) until it is solved.
Meets IMGR&C Appearance standards.
Professionally supports IMGR&C reputation and image in all situations, on and off property.
Meets IMG&C policy for attendance.
Informs supervisor of future absence as far in advance as possible.
Required to work all Marketing Special Events and Concerts.
Provides information others need to succeed, in time for them to use it.
Shares with next shift the information needed for them to succeed.
Listens to others without interruption; acts on their feedback when possible.
Asks questions to better understand expectations of others.
Reports all guest complaints and compliments to Supervisor or Manager.
Reports all situations to Supervisor or Manager where resort grounds or equipment do not meet IMGR&C standards.
Puts Success of team ahead of personal success.
Helps other team members succeed without being asked.
Takes action to resolve conflict between individuals.
Helps other departments achieve success.
Reports ideas to increase team success and guest satisfaction to Supervisor or Manager.
Does whatever is necessary to help department and resort success.
Contributes ideas that support progress and success at shift, team and departmental meetings.