Job no: 522270
Work type: Staff Full-Time
Location: Main Campus (Gainesville, FL)
Categories: Office/Clerical, Veteran's Preference Eligible
Department:05190000 - RU-JWRU HOTEL

Classification Title:

Hotel Desk Clerk

Job Description:

Provide assistance with management of Reitz Union Hotel Front Desk

• Lead the front desk during check in/out times at the hotel, including collecting payments, assigning rooms for groups and/or special events, coding keys for authorized users, providing clear parking instructions and permits, and ensuring guest folios are coded and billed properly each day to include walk in guests and late additions to existing daily reservations
• Serve as a hospitality liaison, making lodging and destination referrals as appropriate
• Operate the hotel switchboard and hotel desk email account, including answering telephones/emails, responding to customer requests and inquiries, routing calls, taking reservations, programming “wake-up” calls, and relaying messages to appropriate guests, management, or other Reitz Union departments
• Communicate with other Reitz Union departments (Housekeeping, Maintenance, IT) to facilitate check-ins/outs for guests and follow through on projects or issues in a timely manner, submitting appropriate work orders and following established maintenance and housekeeping work order procedures
• Assist Hotel Manager with group room blocks, including preparing contracts, creating rooming list reservations, overseeing group block check-ins, and releasing open rooms to the inventory to ensure optimum hotel occupancy
• Operate as Manager on Duty on weeknights and weekends, which includes handling conflict at the hotel, finding resourceful alternatives when addressing guest issues, and making billing decisions that affect guest satisfaction
• Troubleshoot guest challenges and potential impacts to their stay, making decisions to promote guest satisfaction in line with established Hotel and University policies
• Monitor building fire alarm panel and elevator phone; exercise departmental emergency action procedures for the hotel (when needed)
• Serve as ambassador to the Reitz Union when assisting with visitor questions and concerns

Manage transactions and reports for the Reitz Union Hotel

• Handle monetary transactions while abiding with PCI DS Standards, that include preauthorizing credit card sales at check-in and processing credit card transactions: at check-out, with advance deposits/refunds, no show fees, and billing corrections
• Responsible for completing all required shift paperwork and night audit financial reports for close of business each day
• Assist with the timely and accurate completion of daily data for monthly reports to JWRU Business Services

Provide Training and Support to Student Employees

• Assist with hiring, training, scheduling, and supervising of student employees, as deemed necessary by the Hotel Manager
• Support the needs of desk coverage with scheduling flexibility, especially in times of low student presence such as holidays and breaks
• Ensure proper appearance and customer service standards of student employees are met while on shift
• Attend regularly scheduled trainings and meetings; participate in personal and professional development opportunities presented for employees

Perform special projects and other duties as assigned

Expected Salary:

$16.00 - $17.00 per hour

Minimum Requirements:

High school diploma or equivalent and two (2) or more years of relevant experience

Preferred Qualifications:

• Associate’s degree and two (2) or more years of relevant hotel experience OR Bachelor’s degree in tourism, hospitality, business, or other customer service related field
• Experience with hotel customer service experience
• Familiarity with property management system (PMS) software
• Understanding of cash handling
• Knowledge of internet software, spreadsheet software (Excel), word Processing Software (Word), Electronic Mail Software (Outlook).
• Customer service skills
• Communication skills (verbal and written)
• Interpersonal and organizational skills
• Function effectively in a fast-paced environment with frequent interruptions
• Handle multiple projects or tasks simultaneously
• Understand, interpret, and apply rules, regulations, policies, and procedures
• Work as part of a team in a multi-cultural environment
• Follow detailed instructions/procedures
• Successfully resolve conflict

Special Instructions to Applicants:

This position has been reposted. Previous applicants are still under consideration and need not reapply.

In order to be considered, you must upload your cover letter, resume and list of professional references.

This position is eligible for veteran’s preference. If you are claiming veteran’s preference, please upload a copy of your DD 214 Member Copy 4 with your application for consideration. See our Veteran's Preference Page for more specific information.

Work Schedule:

• Wednesday through Sunday; 10:00 p.m. to 7:00 a.m. with an hour lunch break.
• Flexible in adjusting hours and/or days required depending on the needs of the hotel operation.

Application must be submitted by 11:55 p.m. (ET) of the posting end date.

This position has been reposted. Previous applicants are still under consideration and need not reapply.

Health Assessment Required:No

Advertised: 05 Aug 2022 Eastern Daylight Time
Applications close: 28 Aug 2022 Eastern Daylight Time