Summary: Under the direct supervision of the Front Desk Manager/Supervisor, this position accommodates guests of Brasstown Valley Resort by greeting and assisting arriving/exiting guests in accordance with Standard Operating Procedures (SOPs) and with an emphasis on hospitality.

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.

Essential Functions:

• Assists guest with luggage/baggage; shows guests to their room.
• Valet parks guest’s cars, if requested by guest.
• Develops a thorough knowledge of the Resort property; hotel staff; hotel services with hours of operation; guestrooms including locations, views, amenities, features, types, etc.
• Upsells the amenities of the Resort, i.e., restaurant, golf, pool, fitness club, spa, stables, etc.
• Acts as an information center for guests by recommending shopping areas, recreation facilities, theaters, restaurants and points of interest.
• Gives accurate directions and information regarding the immediate and surrounding areas.
• Keeps the entrance to the hotel, lobby, bell stand and bell closet clean.
• Keeps luggage carts clean and neatly arranged in their designated areas at all times.
• Protects guest and Resort assets by following proper handling procedures.
• Delivers guests amenities.
• Handles guest problems with courtesy, concern and sincerity.
• Reviews group cover sheets and event sheets daily to ensure that they are informed of all meetings/groups.
• Answers the telephone promptly and courteously according to Resort Standard Operating Procedures (SOPs).

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

• Customer Service – Managers difficult or emotional customer situations; responds promptly to customer needs; Adheres to the Coral Hospitality Basics of Service standards.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Ethics – Treats people with respect; Works with integrity and ethically.
• Organizational Support – Follows policies and procedures; completes administrative tasks correctly and on time; supports organizational goals and values.
• Professionalism - Approaches others in a tactful manner; reacts well under pressure.
• Quality - Demonstrates accuracy and thoroughness.
• Quantity - Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction.
• Initiative – Asks for and offers help when needed.

MUST BE AVAILABLE TO WORK SUNDAYS

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 to customers, guests and employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions and decimals.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

Computer Skills: Proficient in Microsoft Office Products; Word, Excel, and PowerPoint required. Must be proficient with retail point-of-sale systems.

Other: Must have a current valid driver’s license, which is kept current at all times. Able to drive both standard and automatic transmissions

Physical Demands The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 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. While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms’ climb or balance and stoop, kneel, crouch or crawl. The employee must be able

maneuver over uneven surfaces including, but not limited to hills. The employee must regularly lift and/or move up to 50 pounds.

Work Environment: While performing the duties of this job, the employee is regularly required to stand and walk in an outdoor environment. The noise level in the work environment is usually moderate