Club Receptionist

Position Summary: Responsible for but not limited to serving as an information and reservation center to members and guests, assisting members with reciprocal arrangements, guest and temporary cards, may set-up and work Club events and is the main person of contact at the Club Desk. The Club Receptionist responds to a wide variety of member requests for recreation, special arrangements or services by accurately assessing the needs and making arrangements or providing recommendations. Up-sells the services, amenities and restaurants at the property. Resolves member concerns and provides professional service to gain high level of member confidence and satisfaction. Enters information into computer system, handles rental transactions and sets appointments for Dry Bar clients. Seeks opportunities to maximize revenue by keeping up to date on all Club Events, promotes Events and activities and solicits reservations from Members to attend them.

Duties & Responsibilities

Primary Responsibilities/Essential Functions

• Welcomes members by greeting them (in –person or by phone) in an enthusiastic and professional manner, answering questions and responding to requests. Gathers, summarizes, and provides information to members about the property and the surrounding area amenities, including special events and activities.
• Fulfills unusual requests, such as searching for hard-to-find items and arranging for unique services within Club policies and guidelines. Makes dining and other reservations for members.
• Issues recreation equipment such as paddle boards, kayaks, Duffy boats, sailboat, etc. Applies correct charges to member accounts and keeps track of all equipment.
• Maintains knowledge about Club and Resort activities and events. Directs members to rooms and facilities by personally escorting and or showing locations on a hotel map. Calls Recreation Team, Bell person or other hotel staff to assist Members and Guests as needed.
• Effectively deals with internal and external customers, some of whom may require a high level of patience, tact and diplomacy to defuse anger. Collects accurate information and resolves conflicts. Keeps immediate supervisor promptly and fully informed of any problems, potential safety issues, or unusual situations so prompt corrective action may be taken. Communicates with other departments to fulfill member needs.
• Performs all member accounting functions according to Club procedure to ensure all member charges are completed and accurate. Collects related revenue by entering services and charges, computing bills and obtaining payments. Runs all necessary reports and balances paperwork.
• Resolves member complaints within scope of authority; otherwise refers the matter to management. Notifies supervisor and/or Security of all unusual events, circumstances, missing items, or alleged theft.
• Notifies management of any problems resulting from member complaints, intoxication or disruptive behavior.
• Follows all safety policies and procedures. Reports potential safety issues to manager whenever observed and takes immediate action to resolve in emergency situations. OSHA laws require the use of Personal Protective Equipment (PPE) when performing work duties that have the potential of risk to your health or safety. Team Members will be trained in the proper use and care of assigned PPE if applicable. The Club provides the required PPE. Team Member has responsibility to report defective, damaged or lost PPE or equipment that does not fit properly to their Manager. Maintains strict compliance with Club's Hazardous Material (HAZMAT) program and familiarizes self with current MSDS.
• Reporting to work as scheduled (on time and on regular basis) is an essential function of the job.
  
  

Other Responsibilities/Supportive Functions

• Stays up to-date on all Club events and Resort events and or internal activities.
• May use internal issued radios for communicating as needed.
• Reviews all information regarding member arrivals, VIPs, and daily functions and events to anticipate inquiries and provide prompt assistance and accurate information.
• Maintains knowledge about property including type and range of room types, amenities, restaurants, overall facilities and property amenities.
• May be required to transport props and decorations between storage areas and to do large set-ups at events as needed and or required.
• Improves job knowledge by attending training sessions as instructed.
• Remains aware of member satisfaction scores and works toward increasing overall member satisfaction.
• Notifies management of unsafe conditions, needed maintenance of any equipment and any accidents.
  
  

Qualifications (relevant Experience, Education And Training)

• High school diploma or general education degree (GED), or equivalent combination of education and experience.
• One year of guest relations, front desk or other related experience required.
• Requires ability to serve needs of members through use of the phone, computer and face-to-face. Contacts sometimes contain confidential/sensitive information so requires ability to use discretion. Must demonstrate positive attitude and professional demeanor. Requires strong communication and interpersonal skills and commitment to a high level of member satisfaction.
• Requires ability to perform basic math skills such as addition, subtraction, multiplication and division.
• Requires computer skills to enter data, read, and interpret information. Must be able to conduct Internet searches to obtain information or book reservations.
• Requires attention to detail. Must be able to solve problems and remain calm and alert if dealing with difficult member, during busy activity periods or in an emergency.
• Must be able to speak, read, write and understand English to understand instructions, safety rules, and communicate with members. Proficiency in another language a plus.
• Able to work independently with minimal guidance and as part of a team.
• Due to the cyclical nature of the hospitality industry, Team Members may be required to work varying schedules to reflect the business needs of the hotel. Work schedules will include working on holidays, weekends and alternate shifts.
• Completes all required training as scheduled.
• Must maintain a clean appearance and professional demeanor.