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The Front Desk Representative is a key member of the University Club team. Responsibilities include reviewing daily operations of the Club, verifying the accuracy of Member and guest accounts, balancing daily charges and revenues for events, dining, bar, and hotel, creating and processing special statements as well as assisting with all aspects of guest service. Hospitality is a 24/7 industry, therefore candidates should anticipate working weekends and some holidays as needed. The candidate must be able to work a combination of 3:00p - 11:30p and 7:00a - 3:30p (up to 30 hours/week).
Candidates must possess a positive and professional upbeat personality with a desire to deliver outstanding customer service to our Members and guests. They are responsible for ensuring we provide the highest level of Member retention and guest service as they are typically the first and lasting impression of the Club. Excellent telephone etiquette, a hospitable personality, attention to detail, multi-tasking skills and superior customer service are a must.
Requirements, Duties and Responsibilities
1. Professional appearance and demeanor is mandatory
2. Requires ability to simultaneously work attentively and effectively in an innovative, fast-paced, changing and multi-tasked environment.
3. Must be detail oriented and possess strong analytical and independent problem solving ability.
4. Proficient computer skills, specifically Microsoft Office (Excel, Word, PowerPoint).
5. Exceptional interpersonal skills to enhance the service standards throughout the operation.
6. Knowledge of the hospitality industry specifically guest service experience within private clubs and hotels, with a strong knowledge of Milwaukee and surrounding areas.
7. Excellent communication skills with ability to take written and verbal instructions.
8. A team player yet able to work independently as a self-starter with ability to organize, plan ahead, manage workload and adjust accordingly.
9. Every Member, guest or potential guest will be greeted and acknowledged with exceptional customer service according to the University Club of Milwaukee standards
10. Provides exceptional service to everyone, anticipating the needs and desires of our Members and guests and by listening to concerns and assisting in a friendly, efficient, courteous and professional manner.
11. Performs all Front Desk related functions including but not limited to checking guests in/out, answering the switchboard in a timely and professional manner for both club locations, maintaining guest records, cash handling, reconciling accounts, promoting and tracking sales related programs for employees, monthly billing, etc.
12. Make reservations over the telephone, via email and in person and ensure all aspects of the overnight room, dining room and event reservation procedures are followed, including bookings, confirmations and cancellation policies.
