Your SlideShare is downloading. ×
Front desk
Front desk
Front desk
Front desk
Front desk
Upcoming SlideShare
Loading in...5
×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×
Saving this for later? Get the SlideShare app to save on your phone or tablet. Read anywhere, anytime – even offline.
Text the download link to your phone
Standard text messaging rates apply

Front desk

1,099

Published on

Published in: Travel
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
1,099
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
2
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide

Transcript

  • 1. Company Name Company Location 9300 Emerald Coast Pkwy West, Destin, Florida Company Description Welcome to Sandestin Golf and Beach Resort, a unique and charming destination that has been voted the "Best" resort in Destin, Florida and the #1 resort on Florida's beautiful Emerald Coast. Sandestin is a four season resort for all ages. There is something for everyone at this magnificent 2,400 acre property, including a variety of Destin vacation rental accommodations, sugar white sand beaches, full service beach services, golf for every level of play, a top rated Destin tennis club, water sports, marina, fitness center, spa, biking and walking trails and even our own pedestrian Village, with shopping, dining, events, and entertainment. Company Contact Person Angela Gaff Employment Manager Human Resources Sandestin® Golf and Beach Resort 9300 Emerald Coast Pkwy West Destin, FL 32550 850.267.8292 Phone 850.267.6195 Fax AngelaGaff@sandestin.com Site Address 9300 Emerald Coast Pkwy West, Destin, Florida Job Title Receptionist, Front Desk Agent, Reservation, Bellman Job Description Answer inquiries and provide information to the general public, customers and visitors regarding activities and services conducted at the establishment. Guide guests and visitors to the location of various departments within the resort. Provide customer service in a professional manner. Department Front Desk Number Requested 22 Length of Program 6 months and 9 months Program Start Date January, February, March of 2014 Program End Date September, October, November of 2014 Wage Hourly range: $8.25 - $10.50 (Front Office) and $11.00/hour for Reservations Hours/wk. 32+ hours per week Payment Bi weekly paycheck
  • 2. Interview Required In person/Skype English Level Advanced Experience 1+ year Training/Length 6 – 9 months Drug Test Required? Any cost to participants? Yes, no cost to potential candidate Background Check Required? Any cost to participants? Yes, no cost to potential candidate Uniform Provided / Cost Employee is responsible for uniform for Front Office. A reservation agent does not require a uniform. Dress Code Business Casual if not in a uniform. Grooming Please see attached grooming standards Skills Please see attached job description Housing Provided Yes Cost of Rent $119 per person/per week. Payroll deduction Deposit/Amount/Refundable/Non Refundable $300 Housing Deposit of which $150 refundable based on exit inspection. Housing Description It is a private housing complex own by the host employer Housing Address 102 Hunters Road, Santa Rosa Beach, FL 32459 What is Included All utilities are included and free internet is available in the lobby Type of Housing 4 and 6 bedroom apartments, each person has their own private room Distance from worksite 1.5 mile with free transportation strictly to/from work Can housing be Co-Ed? No apartment however housing complex is Co-Ed. Furniture Fully furnished: full sized bed Recommended items participant should bring? Bed linen and towels Is this gated community? No Is a representative on site? Yes
  • 3. Is there active security camera on site? Yes Transportation Provided Yes, To/from work Cost of Transportation Free Airport Pick Up (If yes, any cost to participate) Free Nearest Airport Northwest Florida Airport, Fort Walton Beach, Florida What kind of public transportation available? Bus, Taxi How far is the nearest Grocery Store, Bank, Restaurant, Pharmacy? Wal-Mart – 0.8 mile from housing Housing distance from downtown 2 miles to local attractions and shops Other accessible attractions with public transportation? Local shops, restaurants, beaches 6 and 9-months Training Plan – Front Desk Agent/Reservations Agent/Bellman/PBX Operator Objective: To build a foundation for successful training for the 6-9 month J-1 student in the area of the Front Office. Phase 1 – Month 1 Provide Orientation that introduces the participant to hotel policies, procedures, general operations and customer service standards. Candidate will participate in Safety and Security, trained and tested on Blood Borne Pathogens, Inappropriate Workplace Behavior and Departmental Structure. The participant will be taken on a guided tour of the property to familiarize his/herself with the units, amenities and departments with which they will interact. S/he will be introduced to Managers, Supervisors and colleagues and
  • 4. understand the function of each person within the department. The participant will familiarize themselves with computer programs and other equipment such as printers, key machines, multi-line switchboards etc. Phase 2 – Months 2 to 3 The participant will be trained in basic customer interaction and providing basic information to increase knowledge of the property. S/he will learn how to transfer calls, respond to guest requests, how to send out blast voicemail messages, how to arrange for wake up calls. Phase 3 – Months 4 to 6 The participant will learn all aspect of the Front Desk as a Guest Services Agent. Candidate will learn the reservation system, how to make, change, cancel and hold reservations. Candidate will learn of various packages, room rates, bookings, forecasting and how they are entered into the system. S/he will learn how to handle guest issues from check in to check out, including discounts, deductions. The participant will learn the differences between the various clients on the property, including ownerships, time shares and vacation rentals. The participant will be trained on daily, weekly and monthly reports as required by the front desk. S/he will also learn the department’s interaction with Accounting, Sales and Marketing, Owner Services, Housekeeping, Reservations and Food and Beverage. Phase 4 – Months 7 to 9 The participant will improve customer service skills and front desk ability by working independently or alongside a supervisor or night auditor. The participant may have the ability to support the Concierge and Front Desk Supervisor. The participant will provide feedback to department leaders regarding customer interaction. Objective: To build a foundation for successful training for the 6-9 month J-1 student in the area of the Front Office – Guest Services. Phase 1 – Month 1 Provide Orientation that introduces the participant to hotel policies, procedures, general operations and customer service standards. Candidate will participate in Safety and Security, trained and tested on Blood Borne Pathogens, Inappropriate Workplace Behavior and Departmental Structure. The participant will be taken on a guided tour of the property to familiarize his/herself with the units, amenities and departments with which they will interact. S/he will be introduced to Managers, Supervisors and colleagues and understand the function of each person within the department. The participant will familiarize themselves with computer programs and other equipment such as printers, key machines, multi-line switchboards etc. Phase 2 – Months 2 to 3 The participant will be trained in basic customer interaction and providing basic information to increase knowledge of the property. S/he will learn how to transfer calls, respond to guest requests, how to send out blast voicemail messages, how to arrange for wake up calls. Phase 3 – Months 4 to 6 The participant will learn all aspect of the Guest Services Department as a Bellman. Candidate will learn the reservation system, how to make, change, cancel and hold reservations. Candidate will learn of various packages, room rates, bookings, forecasting and how they are entered into the system. S/he will learn how to handle guest issues from check in to check out, including discounts, deductions. The participant will learn the differences between the various clients on the property, including ownerships, time shares and vacation rentals. The participant will be trained on daily, weekly and monthly reports as required by the front desk. S/he will also learn the department’s interaction with Accounting, Sales and Marketing, Owner Services, Housekeeping, Reservations and Food and Beverage. Phase 4 – Months 7 to 9 The participant will improve customer service skills and front desk ability by working independently or alongside a supervisor or guest services manager. The participant may have the ability to support the Concierge and Front Desk Supervisor. The participant will provide feedback to department leaders regarding customer interaction. Objective: To build a foundation for successful training for the 6-9 month J-1 student in the area of the Reservations Department.
  • 5. Phase 1 – Month 1 Provide Orientation that introduces the participant to hotel policies, procedures, general operations and customer service standards. Candidate will participate in Safety and Security, trained and tested on Blood Borne Pathogens, Inappropriate Workplace Behavior and Departmental Structure. The participant will be taken on a guided tour of the property to familiarize his/herself with the units, amenities and departments with which they will interact. S/he will be introduced to Managers, Supervisors and colleagues and understand the function of each person within the department. The participant will familiarize themselves with computer programs and other equipment such as printers, key machines, multi-line switchboards etc. Phase 2 – Months 2 to 3 The participant will be trained in basic customer interaction and providing basic information to increase knowledge of the property. S/he will learn how to transfer calls, respond to guest requests, how to book reservations and sell the Resort. Phase 3 – Months 4 to 6 The participant will learn all aspect of the Reservations Department as a Reservations Agent.. Candidate will learn the reservation system, how to make, change, cancel and hold reservations. Candidate will learn of various packages, room rates, bookings, forecasting and how they are entered into the system. S/he will learn how to handle guest issues from check in to check out, including discounts, deductions. The participant will learn the differences between the various clients on the property, including ownerships, time shares and vacation rentals. The participant will be trained on daily, weekly and monthly reports as required by the reservations department. S/he will also learn the department’s interaction with Front Desk, Sales and Marketing, Owner Services, and Food and Beverage, Housekeeping. Phase 4 – Months 7 to 9 The participant will improve customer service skills and reservation agent ability by working independently or along side a supervisor or manager. The participant will provide feedback to department leaders regarding customer interaction. Within the department, participants will learn the restaurant environment, proper use of equipment, location of materials and utensils required for the job. The host training manager will introduce the participant to the process of the operation as it relates to customer service, from beginning to end of customer interaction. All aspects of the business including, but not limited to; point of sale, promotions,

×