Executive Office Administration
Under the direction of the General Manager, work with the Heads of departments for each department , to include preparation and attendance at Management , Board Meetings, preparation of Board Meeting Agendas.
Serve as liaison to the Association Governance team communications.
Keep accurate paper and electronic records of legal history.
Perform research and share knowledge regarding Association legal documentation such as the Hotel rules and regulations, declarations, and other documents.
Track all VIP arrivals and departures and arrange welcome letters and amenities.
General Administration
Open, read, and prepare answers to routine letters.
Locate and attach appropriate files to incoming correspondence requiring replies.
Take and distribute meeting minutes to appropriate individuals.
Handle incoming and outgoing mail, including date stamping and distributing incoming .
Documentation/Reporting
Create and maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.
Computers/Software
Transmit information or documents using a computer.
Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.
Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.
Office Equipment
Operate standard office equipment other than computers such as telephone, typewriter, fax, photocopier, calculator, and electronic peripherals.
Transmit information or documents using mail, or facsimile machine.
Communication
Document all member and guest requests/complaints and communicate such to appropriate personnel for proper handling.
Receive persons entering the office by greeting them, determining nature and purpose of their visit, and directing or escorting them to specific destinations.
Guest Relations
Address member’s/guests’ service needs in a professional, positive, and timely manner.
Actively listen and respond positively to member/guest questions, concerns, and requests using brand or property
specific process (e.g., LEARN, PLEASED, Guest Response, LEAP) to resolve issues, delight, and build trust.
Welcome and acknowledge each and every member/guest with a smile, eye contact, and a friendly verbal greeting,
using the member’s/guest’s name when possible.
Anticipate member’s/guests’ service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.
Thank members/guests with genuine appreciation and provide a fond farewell.
Communication
Answer telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one’s voice, using the callers’ name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speak to members/guests and co-workers using clear, appropriate and professional language.
Prepare and review written documents (e.g., daily logs, business letters, memoranda, reports), including proofreading and editing written information to ensure accuracy and completeness.
Working with Others
Handle sensitive issues with employees and/guests with tact, respect, diplomacy, and confidentiality.
Support all co-workers and treat them with dignity and respect.
Develop and maintain positive and productive working relationships with other employees and departments.
Partner with and assist others to promote an environment of teamwork and achieve common goals.
Physical Tasks
Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.
Stand, sit, or walk for an extended period of time or for an entire work shift.
Policies and Procedures
Maintain confidentiality of proprietary materials and information.
Protect the privacy and security of guests and coworkers.
Follow company and department policies and procedures.
Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.
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