Major Responsibilities

• Ensures that each Guest receives outstanding Guest Service by providing a Guest friendly environment which includes greeting and acknowledging every Guest, maintaining outstanding standards, solid product knowledge and all other components of Guest Service.
• Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing AuroHotels professionally with our guests and assuring that all transactions with guests are handled in a legal and ethical manner.

• Understands and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention if necessary and contacts the GM or Human Resources immediately.
• Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.

Essential Job Functions

• Maintain use of Hotel Language at all times to enhance sales and overall guest experience.
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible.
• Maintain information on and promote hotel facilities to guests and callers.
• Answer reservation phone lines using a clear and pleasant tone of voice and the correct verbiage. Listen to callers and respond to caller requests.
• Take personal ownership of each call and anticipate caller’s needs to create the ultimate Guest Experience.
• Provide accurate information regarding availability, guestroom types and accommodations, room rates, hotel facilities and services, local attractions/events, transportation to and from hotel, etc.
• Use correct hotel policies regarding hotel cancellations and deposit policies at all times.
• Promote special marketing programs.
• Record all pertinent reservation information from guest (name, address, dates of arrival and departure, how they heard about us, e-mail address, credit card number to guarantee reservation, etc.), input reservation information into system and reconfirm to guest using Day, Date and Time.
• Maintain correct use of Market Segment Codes at all times.
• Operate reservations computer system. Initiate and retrieve printed reports from computer printer.
• Adhere to all policies related to reservations operations to include the proper handling of room blocks and closed out periods, rate quotation, etc.
• Understand and quote the correct rates associated with caller’s affiliation, example corporate rate, group rate, CBS rates.
• Maintain effective communication within the reservations department, and with all hotel departments. Be responsive to instructions and suggestions and work to resolve problems.
• Work closely with the Sales department regarding VIP and special requests.
• Promptly respond to all incoming e-mails requesting rates and information regarding the hotel
• Listen to and promptly act to correct guest problems and complaints.
• Maintain clean and organized work area and properly file shipping forms and information updates.
• Knowledge of computer to include reservations and front office systems. Ability to read, input, retrieves, analyze and provide information on data found in computer system.
• Perform and comply with all accounting procedures.

Other Duties and Responsibilities

• Complies with Company Standards of Service as outlined for Auro Hotels.
• Projects a favorable image of Auro Hotels to the public at all times.

• Performs all duties and responsibilities in a timely and efficient manner in accordance with established company policies and procedures to achieve the overall objectives of this position.

• Treats guests, vendors, customers and co-workers with professionalism and respect at all times.
• Completes Departmental, Auro Hotels and Brand standards training as assigned.
• Maintains a clean and neat appearance at all times.
• Must be able to work flexible work hours/schedule including evenings, weekends and holidays.
• Nothing in this job description restricts management’s right to assign or reassign duties, work hours and/or responsibilities for this job at any time.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Experience/Education

High school diploma or general education degree or equivalent combination of education and experience preferred.

Certificates & Licenses

Valid State Driver’s License (anyone driving a Company vehicle or required to drive as a part of their job); Others required by Brand Standard and/or State Law.

Computer Skills

As required by Brand Standard and Company standards

Language Ability

Ability to speak effectively with customers and/or associates. Ability to write clearly and legibly.

Math Ability

Able to perform basic to complex math problems.

Reasoning Ability

Ability to solve basic problems and/or know when it is necessary to get a manager to assist in problem solving.

Work Environment

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work for this position is usually performed in a climate-controlled environment. However, the associate may be required to work outside in extreme heat, cold, rain, wind or inclement weather as the demands of the position so dictate.

Physical Demands

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is occasionally required to walk and work with hands and arms and lift up to 40 pounds. The associate is frequently required to talk and/or hear. The associate is constantly required to use their vision to perform an activity such as but not limited to: preparing and analyzing data and figures, viewing a computer terminal, and extensive reading. The associate is constantly required to sit, sometimes for several hours at a time, and use their hands and fingers to operate a computer.