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
