Hotel Admin Asst II

POSITION SUMMARY

This position is responsible for customer service and satisfaction and administrative support to assure quality guest service and efficient operations. In all interactions, the position is responsible for making STAR service to guests and fellow team members a first priority.

DUTIES & RESPONSIBILITIES

Provides exceptional, STAR Service to ensure overall guest satisfaction.

• Performs the steps of STAR Service, which include…

• Smile and Greet
• Take Care of Needs
• Anticipate, Ask and Act
• Remember to Thank and Close

• Performs the position-specific STAR service expectations, as outlined by the department.

Provides administrative office support to the Hotel Management Staff

• Composes and types memo’s, letters, reports, and other documents by complying, reviewing, and checking documentation. 
• Answers telephone and takes messages to route information to appropriate personnel.
• Maintains filing system to allow for quick and accurate retrieval.
• Maintains, requisition, and distributes office supplies and Retail items for the Hotel and Spa
• Provides accurate and timely communication between departments

Maintains time verification using companies’ electronic time system for assigned associates and coordinates reporting procedures with the payroll department.

• Process daily associates’ time clock hours against sign in/out sheet. Identifies, investigates and resolves variances.
• Enters and maintains associate schedules in the time system.
• Provides all scheduling and changes to supervisors and associates
• Provides schedules to associates for any up coming training.

Coordinates and prepares schedules for the manager and supervisory team to facilitate communications.

• Schedules appointment for Hotel Management Staff
• Attends various meetings.
• Prepare and route meeting minutes to appropriate personnel.
• Gathers and compiles information for a variety of reports and data.  Distributes reports to appropriate personnel in a timely and accurate manner.

Maintains departmental specific data to ensure accuracy and efficient data retrieval

• Compile data from a variety of sources, organize into logical sequence, create database and/or spreadsheet, and enter data to create a reporting method for the department.  Some requirements based on legal or licensing regulations.
• Enter budget updates into Department spreadsheet to ensure management has accurate and easy access to information in a timely manner.
• Performs set up of spa providers, services, and retail product in spa scheduling/management software.
• Prints and verifies spa commission reports for manager approval.
• Assists in developing and maintains various department training manuals

Listens and responds to guest concerns to maintain a high level of guest satisfaction.

• Reads and responds to guest correspondence, resolving guest issues in an appropriate manner
• Assists guests person to person, or via telephone or e-mail.
• Maintains good relationships with other departments.
• Applies problem-solving techniques as necessary.
• Answers routine questions when certain of the answer; will seek out answer when not positive.

Performs other duties and responsibilities as required or assigned.

Minimum Requirements

EDUCATION & EXPERIENCE

Post high school degree such as Associates Degree, Vocational Degree or Business School or two years of work experience with appropriate documentation to support skill set required.  

Certificates, Licenses & Designations

Must meet licensing requirement as prescribed by the Tribal-State Compact for gaming.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of and skill in using a personal computer and related software including property management system and Microsoft Office applications.
• Skill in basic math functions to calculate figures and amounts such as discounts, interests, commissions, proportions, percentages, area, circumference, and volume.
• Skill of determining alternative that would correct a situation to provide effective guest service.
• Knowledge of all areas of hotel operations to include layout of building and room location.
• Ability to maintain an accurate and complete filing system.
• Ability to read and interpret documents such as gaming controls, procedure manuals, safety rules, operating and maintenance instructions.
• Skills in typing.
• Ability to maintain friendly customer service with a smile.
• Ability to ensure the strictest of confidentiality is maintained at all times.
• Ability to follow procedures and give attention to detail.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customer or other associates of the organization.
• Ability to successfully work with and communicate ideas to multiple departments and various levels of management.
• Ability to define problems collects data, establish facts and draw valid conclusions.
• Ability to follow procedures and give attention to detail.
•  Occasional lifting and/or moving objects from 25-50 pounds.
• Ability to occasionally stand for up to 8 hours.
• Ability to sit for long periods for up to 8 hours.
• Ability to reach above shoulder height.
• Ability to reach below shoulder height.
• Ability to frequently stoop and bend.

WORKING CONDITIONS

• Frequent exposure to moderate noise level.
• Occasional exposure to cigarette smoke.