TSP LEAD FRONT DESK ASSOCIATE - 01122026-74258

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF ENVIRONMENT & CONSERVATION, TENNESSEE STATE PARKS DIVISION, DICKSON COUNTY

For more information, visit the link below:
https://www.tn.gov/content/dam/tn/environment/job-announcements-/preferred-service/00116404_tsp_front_desk_assoc_mbsp_tdec-job-opp_ps.pdf

Qualifications

Education and Experience: Education equivalent to a High School Diploma and one year of customer service experience.

Substitution of Education for Experience: One year of customer service experience may be substituted for the required education on a year-for-year basis

Overview

Summary: Under immediate supervision, responsible for acting as a front desk associate and provides training related to related to for greeting guests, arranging reservations for guests, assisting guests in obtaining accommodations, acting as an information agent and performing routine administrative duties.

Distinguishing Features: This classification is responsible for leading and training Tennessee State Parks employees on front desk activities and customer service including: checking guests in and out of the Lodge, ensuring proper room and miscellaneous postings, making reservations, securing credit, answering questions, answering telephones, supporting night audit, providing maximum levels of guest service and other duties as necessary to promote a positive guest experience.

Responsibilities

1. Provides customer service to guests by operating a front desk in a Tennessee State Park by performing the following duties: Confirm and manage guest reservations, greets guests, assigns rooms, track room availability and occupancy, managing and routing inbound calls, and other customer service responsibilities as needed.
2. Responsible for the training and leading of the front desk staff in a Tennessee State Parks hospitality business to provide clerical support and customer service.
3. Works with the Sales department to maximize revenue.
4. Responsible for administering the Lodge retail area during shifts, including stocking inventory, managing guest transactions, and visually observing the retail sales area to prevent theft.
5. Maintains a complete knowledge of Tennessee State Park and Lodge features/services, hours of operations, room rates, special packages and promotions, local area knowledge, daily house count and expected arrivals/departures, and schedules daily group activities.
6. Utilizes yield management effectively and within TDEC policies.
7. Identify payment methods, post charges, and collect payments for services and products purchased by guests to ensure all bills are settled before checkout.
8. Coordinates with housekeeping and maintenance staff to resolve any reported issues to ensure guest satisfaction. Communicate with housekeeping to identify vacated rooms ready for cleaning.
9. Ensure all accounts are current and comply with standards established by the Tennessee State Park policy and front office supervisor.

Competencies (KSA's)

Competencies:

Approachability

Career Ambition

Composure

Conflict Management

Customer Focus

Humor

Integrity and Trust

Listening

Patience

Problem Solving

Time Management

Understanding Others

Knowledge:

Sales and Marketing

Mathematics

English Language

Customer and Personal Service

Clerical

Skills:

Writing

Time Management

Speaking

Social Perceptiveness

Service Orientation

Reading Comprehension

Mathematics

Complex Problem Solving

Active Listening

Abilities:

Auditory Attention

Deductive Reasoning

Mathematical Reasoning

Memorization

Oral Comprehension

Oral Expression

Speech Clarity

Stamina

Time Sharing

Trunk Strength

Written Comprehension

Written Expression

Tools & Equipment

Telephone

Computer

Calculator

Cash register

Property Management System