About the Job
Benchmark’s company culture is central to our management philosophy. The company’s stated purpose is “to provide an entrepreneurial environment where determined people dare to create, share, and build futures.
To be the “benchmark” by which all others are judged takes passion, courage, and dedication. We invite you to explore our extraordinary offering of unique opportunities, all with a common goal of providing an unforgettable journey.
Job Description Summary:Provide clerical/secretarial and administrative support for the Bell Desk/Valet/Door, including dictation, typing, computer input, filing, tracing, answering telephones (for entire office as required), payroll, maintaining files and departmental records/logs.
REPORTS TO: Aloha Manager; Director of Guest Services; Bell Captain and Assistant Captains
Job involves working:
- under variable temperature conditions (or extreme heat or cold).
- under variable noise levels.
- around fumes and/or odor hazards.
- around dust and/or mite hazards.
- around chemicals.
Internal: Manager – Reservations, all Department Managers and Assistants, Administrative Employees.
External: Hotel guests/visitors, civic organizations, media, travel industry, trade associations, other hotel executives, vendors, owners representatives, home office personnel.
High school graduate. Compute accurate mathematical calculations. Fluency in English both verbally and written. Ability to:
- perform job functions with attention to detail, speed and accuracy.
- prioritize and organize.
- transcribe letters using a word processor and Dictaphone.
- be a clear thinker, remaining calm and resolving problems using good judgement.
- follow directions thoroughly.
- understand guest’s service needs.
- work cohesively with co-workers as part of a team.
- work with minimal supervision.
- maintain confidentiality of guest information and pertinent hotel data.
College degree. Certification of previous training in computers. Experience with computers, calculators or word processors. Previous guest relations training. Previous experience in hospitality industry, preferably a luxury hotel. Certified notary public. Familiarity with preparing statistical reports.
1. Exert physical effort in transporting 25 to 50 pounds.
2. Endure various physical movements throughout the work areas.
3. Reach 3 inches/feet.
4. Remain in stationary position for 8hr minutes/hours throughout work shift.
5. Satisfactorily communicate with guests, management and co-workers to their understanding.
ESSENTIAL JOB FUNCTIONS
Maintain complete knowledge of and comply with all departmental policies/service procedures/standards. Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended. Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day. Maintain positive guest relations at all times. Resolve guest complaints, ensuring guest satisfaction. Monitor and maintain cleanliness, sanitation and organization of assigned work areas. Access all functions of computer. Set up work station with necessary supplies and resource materials. Complete supply requisitions and submit to Manager; stock office supplies upon receipt. Answer telephone. Record messages. Screen calls for Manager as requested. Make telephone calls to specified individuals as requested by the Manager. Arrange meeting room requirements as requested by the Manager. Maintain accurate trace files and communicate daily traces to Manager. Establish and maintain filing procedures. Prepare the daily reader board. Retrieve and distribute departmental mail. Process requests for overnight mail and other delivery/messenger services. Prepare and send faxes; receive and distribute faxes to appropriate personnel. Make photocopies. Type correspondence, memos and reports. Attend designated meetings, take minutes, transcribe and distribute. Document all guest requests/complaints and communicate such to respective personnel for proper handling. Follow up on guest satisfaction. Forward all guest comment cards to the Manager; prepare response letters. Follow up where required. Coordinate requests for employee complimentary room. Perform notary duties. Maintain a current manual on all departmental forms and form letters with instructions. Coordinate service repairs for office equipment, ensuring minimal costs. Prepare work orders for maintenance repairs and distribute to Property Operations. Monitor completion of work orders submitted. Coordinate floral and other vendor amenity requests with authorized suppliers. Maintain confidentiality and security of specified hotel information, correspondence, reports and files. Prepare daily/weekly departmental payroll records and submit to Manager. Document pertinent information in departmental log book. Serve our guests. Serve the other Turtle Bay Resort team members who serve our guests. Perform any and all functions as directed – you are a member of the entire Turtle Bay Resort team, not just a member of your department. Take personal responsibility to ensure the success of the team – the team succeeds because of your actions. Always put the team objectives ahead of your personal agenda. Perform the security and safety function of all Turtle Bay Resort staff members to ensure the security and safety of all guests and of all fellow staff members - be vigilant for all safety/security issues, correct and/or report all issues immediately. Perform the housekeeping function of all Turtle Bay Resort staff members – keep your work area clean and neat, and correct and/or report any housekeeping issues outside of your work area in the public and heart-of-the-house areas as you encounter. Perform your sales function – all Turtle Bay Resort staff member are sales people for the company and for the property - be knowledgeable of Turtle Bay Resort and of all aspects of your property, and always present both in the best light to guests and to the community at large. Perform your community ambassador function – get involved in your community and represent Turtle Bay Resort and your property well. Always speak first and speak last to guests in a friendly, courteous manner – every guest encounter should include this. Always greet co-workers in the same friendly, courteous manner – never pass a fellow staff member without acknowledgement. Deal with all guests and fellow Turtle Bay Resort team members with respect and honesty. Present yourself properly in the work place at all times – full uniform including name badge, dress/uniforms always clean and pressed, personal grooming always up to standard.
SECONDARY JOB FUNCTIONS
Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the incumbent will possess the abilities or aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves, other employees or guests.
A review of this description has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and requirements are essential job functions.
This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor.