Location: Hancock,MA, USA
Front Desk Clerk SUMMARY: This position is primarily responsible for assisting every guest in checking in and out and making resort guest feel welcome. This position requires that all guests are greeted as they enter the lobby and that the front desk associate is attentive to all guest needs. This position will also answer phones and direct calls to appropriate departments as needed. In addition, this position will also perform the following duties. ESSENTIAL DUTIES AND RESPONSIBILITIES: Core duties and responsibilities include the following: Other duties may be assigned. Assists guests and ensures that any issues or challenges are addressed in a professional and timely manner. Processes guest check in and offers additional services that the guest may need. SUPERVISORY RESPONSIBILITIES: This position has no supervisory responsibilities COMPETENCIES: To perform this job successfully, an individual should demonstrate the following competencies: Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Works well in group problem solving situations; Uses reason even when dealing with emotional topics. Project Management - Communicates changes and progress. Technical Skills - Assesses own strengths and weaknesses; pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs: Solicits customer feedback to improve service: Responds to request for service and assistance: Meets commitments. Interpersonal Skills - Focuses on solving conflict not blaming. Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to other s ideas and tries new things. Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions; Participates in meetings. Written Communication - Writes clearly and informatively; Edits work for spelling and grammar: Presents numerical data effectively; Able to read and interpret written information. Team Work - Exhibits objectivity and openness to others views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts the success of the team above own interests; Supports everyone s efforts to succeed. Visionary Leadership - Displays passion and optimism; Inspires respect and trust. Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Accepts feedback from others; Gives appropriate recognition to others Diversity - Shows respect and sensitivity for cultural differences; promotes a harassment free environment Ethics - Treats people with respect; Keeps commitments; Works with integrity and ethically upholds organizational values. Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization s goals and values; Supports and respects diversity. Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Includes appropriate people in decision making process; Makes timely decisions. Motivation - Measures self against standard of excellence. Planning/Organizing - Uses time efficiently. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; 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; Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly. Quantity - Meets productivity standards; Completes work in a timely manner; Strives to increase productivity. Safety and Security - Observes safety and security procedures; Reports potentially unsafe conditions. Adaptability - Adapts to changes in the work environment; 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; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time. Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; keeps commitments; Commits to additional hours of work when necessary to meet goals; Completes tasks on time or notifies appropriate person with an alternate plan. Initiative - Volunteers readily; Asks for and offers help when needed. Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others attention. BUSINESS RELTATED CONTACTS: Guests, Owners, Associates QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 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 interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. MATHEMATICAL SKILLS: Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, Percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. COMPUTER SKILLS: To perform this job successfully, an individual should have advanced knowledge of Internet Software; and Word Processing software OTHER SKILLS AND ABILITIES: Bilingual ability is an asset but not a requirement Ability to self-motivate OTHER QUALIFICATIONS: Friendly and outgoing personality Must like to deal with the public Must be customer service oriented 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 regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk or hear and taste and smell. The associate must regularly lift and/or move from 10 to up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision. WORK ENVIRONMENT: Work environment characteristics 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 regularly exposed to wet and/or humid conditions (non-weather) and outdoor weather conditions. The employee is occasionally exposed to working near moving mechanical parts and work in precarious places. Benefits: