Job Information

LOCATION OF (1) POSITION TO BE FILLED: DEPARTMENT OF ENVIRONMENT & CONSERVATION, PARIS LANDING HOSPITALITY, HENRY COUNTY

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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.

Examination Method: Education and Experience,100%, for Preferred Service positions.

Summary

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

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

Competencies:

1. Approachability
2. Career Ambition
3. Composure
4. Conflict Management
5. Customer Focus
6. Humor
7. Integrity and Trust
8. Listening
9. Patience
10. Problem Solving
11. Time Management
12. Understanding Others

Knowledge:

1. Sales and Marketing
2. Mathematics
3. English Language
4. Customer and Personal Service
5. Clerical

Skills:

1. Writing
2. Time Management
3. Speaking
4. Social Perceptiveness
5. Service Orientation
6. Reading Comprehension
7. Mathematics
8. Complex Problem Solving
9. Active Listening

Abilities:

1. Auditory Attention
2. Deductive Reasoning
3. Mathematical Reasoning
4. Memorization
5. Oral Comprehension
6. Oral Expression
7. Speech Clarity
8. Stamina
9. Time Sharing
10. Trunk Strength
11. Written Comprehension
12. Written Expression

Tools & Equipment

Tools and Equipment:

1. Telephone
2. Computer
3. Calculator
4. Cash register
5. Property Management System