Department Information

Indiana University (IU) Hospitality infuses IU's beautiful campus with vibrant life, creating a home away from home for visitors and the IU community alike. From our space in the Indiana Memorial Union (IMU), hospitality staff serve thousands of guests each year through professional dining and retail operations and catered events, conferences, and celebrations, keeping our spaces clean, our food tasty, and our customers happy.

The 189-room IU Biddle Hotel is the largest hotel in Bloomington, Indiana, the only hotel on campus, and a living embodiment of Hoosier hospitality. Visitors enjoy upscale, convenient accommodations and parking as well as on-site amenities - including the Vault Pub, live music, bowling, Starbucks, a 2-level bookstore, charming outdoor dining spaces, and international food from local restaurants - all in the heart of campus, steps away from the best dining, shopping, arts, and entertainment at IU and in the city of Bloomington.

Job Summary

Department-Specific Responsibilities

• Manages complex hotel group reservations in Hotel Property Management Systems
• Serves as a trainer for new part-time and full-time front desk coordinators for operations at the front desk
• Works with Front Desk Manager on feedback and task assignments for part-time staff
• Applies advanced deposit to future reservations on high demand dates
• Displays moderate decision-making for upgrades and complimentary amenities for guest recovery and VIP guest enhancement
• Acts as guest services leader at the front desk for any guest issue and works to anticipate future problems or requests
• May provide guidance to part-time and student staff in the absence of a manager
• Fulfills duties as assigned from their direct supervisor
• Resolves guest issues negatively affecting the guests stay and overall impression of IU
• Ensures that all guests are assisted in a timely and friendly manner, and coordinates breaks to ensure proper coverage is maintained to assist guests
• Corresponds with guests and prospective guests through various electronic correspondence channels
• Applies payments, handles credit card and cash payments, and posts charges to guest folios
• Responsible for cross promotion of IMU Dining Facilities
• Reports end of day, basic number reconciliation
• Checks accuracy of rates and charges for guests' folios
• Prepares reports and assignments for the upcoming day

General Responsibilities

• Performs tasks related to day-to-day hotel operations, including the check-in/out of guests, answering telephone and email inquiries, making reservations, and providing information to guests
• Resolves guest issues, escalating complex issues as needed
• Delegates tasks related to room preparation to other hotel staff, including temporary, housekeeping, and maintenance staff
• May assist with general cleanup and upkeep of hotel lobby space, including changing trash bins, wiping, and dusting hard surfaces, or cleaning up spills
• Provides directions and general information to Indiana Memorial Union visitors
• May provide guidance to lower-level Front Desk Coordinators or temporary staff

Qualifications

EDUCATION Required
High school diploma or equivalent (such as HSED or GED)

WORK EXPERIENCE Required
2 years of experience in hospitality, customer service, administrative, or a related field

SKILLS Required
Proficient communication skills
Maintains a high degree of professionalism
Demonstrates time management and priority setting skills
Demonstrates a high commitment to quality
Possesses flexibility to work in a fast-paced, dynamic environment
Highly thorough and dependable