Job Title: Guest Services Administrator

Department: Hospitality Services

Reports To: Manager, The Belfry Campus Store

FLSA Status: Non-Exempt

Summary

To communicate with booked guests and those inquiring about booking as well as maintaining accurate records and assisting in making sure all guest accommodations are clean and ready for the arrival of guests.

Essential Duties and Responsibilities include the following:

? Assist in providing quality and prompt guest services by communicating with booked and inquiring guests through email, text messaging, or phone, partnering with supervisor to make decisions in the best interest of guests and the facility as a whole.

? Be ready to respond to guests if issues arise during their stay or have a plan for who is the primary contact if unavailable.

? Before the arrival of guests, verify that the door codes are correct, the room is clean, a personalized note is left, lamps are on and other details such as flowers are included when possible.

? Manage the booking calendar to ensure there is adequate time for cleaning between reservations as well as communicate with cleaning staff to ensure proper resources are available for the bookings.

? Partners with Creative & Marketing Coordinator to promote Laurel Cottage on social media as needed.

? Train and supervise Guest Services Coordinator(s) to complete cleaning and other tasks.

? Ensure payment is collected from guests who did not book online.

? Submit invoices after online payment as well as initiate departmental transfers for reservations by the university.

? Ensure all lodging is clean and housekeeping/janitorial activities are maintained.

? Be ready to assist in cleaning bedrooms, bathrooms, or common areas if help by cleaning staff is needed. 

? Responds to emergency cleanups as required.

? Perform other duties as assigned by the supervisor.

Supervisory Responsibilities                      

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work.

Competencies                      

To perform the job successfully, an individual should demonstrate the following competencies:

? Design - Demonstrates attention to detail.

? Problem Solving - Identifies and resolves problems in a timely manner.

? Customer Service - Responds to requests for service and assistance.

? Oral Communication - Listens and gets clarification.

? Teamwork - Contributes to building a positive team spirit.

? Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

? Ethics - Treats people with respect; Keeps commitments. Maintains confidentiality of all guests and personnel information.

? Organizational Support - Follows policies and procedures; Supports organization's goals and values.

? Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources.

? Professionalism - Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

? Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

? Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

? Safety and Security - Performs duties according to health and safety guidelines. Observes safety and security procedures at all times; Reports potentially unsafe conditions; Uses equipment and materials properly.

? Adaptability - Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

? Attendance/Punctuality - Is consistently at work and on time.

? Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. A valid Tennessee driver’s license is required.

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience                    

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.

Language Skills                     

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills                      

Ability to add and subtract two digit numbers and to multiply and divide with 10's and 100's. Ability to perform these operations using units of American money and weight measurement, volume, and distance.

Reasoning Ability                      

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

Other Skills and Abilities                      

Must have basic computer skills to send emails, maintain records and navigate the online booking platform.

Able to read and follow directions printed on cleaning products. Must be able to operate vacuums and related cleaning equipment. Must be able to make minor repairs, perform routine preventative maintenance, clean equipment, and replenish supplies.

Other Qualifications                      

Physical Demands - The physical demands described here are representative of those that must be met by an employee 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 employee is frequently required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl and talk or hear. 

Work Environment - The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Freed-Hardeman University is an academic community, associated with churches of Christ, which is dedicated to providing excellent undergraduate, graduate, and professional programs. The mission of Freed-Hardeman University is to help students develop their God-given talents for His glory by empowering them with an education that integrates Christian faith, scholarship, and service.

Pursuant to this mission and Section 703(e)(2) of Title VII of the Civil Rights Act, Freed-Hardeman University exercises a preference for applicants active within the churches of Christ. Freed-Hardeman University complies with all applicable federal and state non-discrimination laws and does not unlawfully discriminate on the basis of race, color, national origin, age, sex, disability, or prior military service in the administration of its employment practices.