Job Details

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JOB DESCRIPTION

01-100

The Overnight Butler is responsible for providing a memorable experience for all guests throughout their stay, providing a warm welcome to all resort guests for late arrivals and maintaining the same Forbes Standard level of service provided throughout the daytime shifts, and into the overnight hours. This is an overnight position.

* Providing the Forbes Standard in customer service and telephone etiquette to all Inn guests and excellent service to all calls from Homes & Villa guests.

* Welcoming all guests into the hotel with warmth and welcoming body language and smile.

* Proficiency in check-in and check-out procedures, as well as an understanding of the guest folio and billing.

* Specializing in problem resolution, utilizing creativity to solve guests dissatisfaction and going above and beyond to maximize the guest recovery

* Clear communication with all departments of the resort to ensure all guest needs are met and exceeded

* Attention to detail and abilities to multitask

* Minimal In-Room Dining capabilities prepare and deliver overnight options to Inn guests while adhering to the Forbes Travel Guide Standards.

REQUIRED SKILLS DETAILS

Ability to read and interpret occupancy forecasts, work instructions, safety rules, daily logs, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively, efficiently, and courteously to guests, vendors, and employees of organization. Ability to converse in foreign language very desirable.

Ability to calculate figures and amounts such as discounts, interest, commissions, percentages. etc., and to apply them as needed on the job. Ability to analyze trends and for forecasts, etc.

* High School Diploma or equivalent, Bachelor’s Degree Preferred

* Minimum of 2 years’ experience in a hotel operations environment

* Minimum of 2 years’ experience in customer service

* Basic math skills and ability to accurately handle billing and cash

* Ability to communicate clearly and speak, read, write and understand English well

* Advanced skills in Word, Excel, PowerPoint, and outlook, most programs are used daily.

Strong organizational skills needed along with patience in dealing with a diverse customer base. Strong memory retention skills needed along with time management. Decisions related to guest problems or needs must be made quickly and effectively based on a thorough knowledge of rates, accommodations, facilities, and Resort guidelines. Must be responsible and able to react quickly and effectively. Is sufficiently flexible to adjust to a dynamic work environment in handling requests in a courteous, friendly, and efficient manner.

Ability to interact effectively directly and by telephone with guests of diverse ages, backgrounds, and interests. Must have excellent communications and guest-service skills and be capable of handling effectively difficult guests and resolving guest complaints. Good listening skills are needed to facilitate problem solving. High requirement for communication/interactions with others inside and outside the Resort. Travel experience and understanding of foreign customs and cultures are great needs.

The work environment characteristics described here are representative of those an employee encounters while performing 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 occasionally exposed to wet and/or humid conditions, moving mechanical parts, toxic or caustic chemicals, outside weather conditions, extreme heat, risk of electrical shock, and risk of solar radiation. The noise level in the work environment is usually quiet. Physical demands are those for an office environment with high levels of telephone usage and computer keyboarding. At times, stress can build from time limitations, customer demands, and heavy telephone usage. Flexible work hours and day/evening shift operations are involved.

REQUIRED EXPERIENCE


High School Diploma or equivalent, Bachelor’s Degree Preferred. Minimum of 2 years’ experience in a hotel operations environment and customer service.

S.C. driver's license or other state license that is free of violations that would restrict commercial insurance qualification.

LOCATION, POSITION TYPE AND SALARY DETAILS


The Inn and Club at Harbour Town on Hilton Head Island, SC

Hilton Head Island, SC

Full-Time

$14.00/hour