Receptionist – Recreation (Royal Beach Club)

This position works at the Sports Club Reception desk.  He / She acts as a main customer contact for all Sports club members and guest along with processing all administration. He / She provide information and instruction to guest/visitor inquiries in regard to operation of Sports Club. He / She performs daily quality checks, ensures that all Sports reservation tasks are performed to The Ritz-Carlton standards. 

The primary responsibilities of the role include: 

Customer contact

• Welcomes arriving club members and hotel guests to the Sports Club.
• Provides full information about Sports club to any potential members.
• Ensure that all inquiries are handled according to The Ritz-Carlton Brand Standards
• Handle reservation request received via telephone, fax, email or in person in an accurate, complete and timely manner.
• Ensure guests and club members sign in/out correctly.
• Ensure that guest and members profiles are linked to Book4time report.
• Note and follow up on members and guest inquiries. 
• Focus attention on guests need while remaining calm and courteous.
• Drive sales of Sports club event
• Perform daily quality checks to ensure all Sports reservations have been handled according to The Ritz-Carlton and property standards.
• Work cohesively with other departments and co-workers as part of a team.
• Handle guests’ complaints by inputting daily in GXP and ensure proper follow up.
• Perform daily checks of all membership according to the procedures and issue Sports cub and Marina membership cards.
• Perform daily checks of all reception checklist and task list.
• Ensure excellent customer service and standards at all times as well as behaving in a professional manner during shift.
• Liaise with Fitness Team of hotel guests’ arrival.

Accounting/Reporting

• Handle all Sports Club transactions and ensure accurate reports are forwarded to accounts department.
• Handle all membership, Sports Club activities payment, issue receipts and prepare summaries as required by financial procedures.
• Perform quality daily statistic report.
• Ensure correct reports are forward to Sports club Director on a timely basis.
• Monitor equipment and lack of stationary challenges and coordinate with internal and external partners to rectify the situation immediately.
• Prepare monthly inventory reports.

Training and Development

• Participate in weekly and monthly Reception training as set out by Reception Supervisor 
• Participate in ad hoc on-the-job individual and team trainings as needed, which is aimed to ensure that all team members have the adequate job and product knowledge. 
• Have sound knowledge of the hotel’s fire safety procedure.
• Complete all training and certification according to The Ritz-Carlton standards.

Communication

• Ensure that all pertinent information is provided to members, guests and colleagues.
• Ensure that all communication with members, guests and colleagues is complete, accurate, engaging and positive.
• Maintain confidentiality of all members and guest information
• Attend daily line-ups and communicate all challenges and successes with the rest of the team.
• Promptly, accurately and consistently report all guest incidents and how they were solved.
• Attend designated meetings.
• Act as the point of contact for other departments during the shift for all Sports Club related issues.
• Ensure and emphasize prompt solutions and reporting of any guest incidents during the shift. Ensure the that the challenge is escalated to Manager if need be and ensure that all such incidents are discussed in the next line-up and in departmental meeting.

PROFILE:

Experience

• Must have a minimum of 1-year Front Office experience with The Ritz-Carlton or another hotel company. 
• 2-Years experience in similar positions

Education 

• High School Diploma or equivalent required