Nestled in the heart of Indiana University our Bloomington boutique hotel offers 189 finely appointed guest rooms and suites.
SCHEDULESINCLUDESNIGHTS, WEEKENDSANDHOLIDAYS. The vacant position requires the following schedule: Monday off; Tuesday off; Wednesday-Sunday 3 pm – 11:30 pm. *
In addition to the normal duties of a hotel front desk clerk (check in/check out/telephone answering, etc.), the Front Desk Lead coordinates the daily operations for the assigned shift at the Indiana Memorial Union Biddle Hotel front desk in a professional and gracious manner, through hands on performance and direction.
The role is responsible for ensuring outstanding customer service is delivered to all guests both internal and external. The position directs work of other front desk agents during scheduled shift to ensure that the front desk area remains efficient and that guest’s requests are handled in an efficient, proactive and professional manner. In addition, position directs work of parking lot attendants, hotel pages, and PBX staff in absence of their direct supervisor.
In addition this position is the key point of contact with other departments to ensure positive guest experiences. The position also ensures established procedures are completed in accordance with policy and procedures set forth by hotel management (ensuring proper payment, when to discount a room, guest appeasement, covering call off shifts).
REQUIRED: High school diploma or GED and one year of customer service experience.
Possess a valid driver's license with the ability to be insured by Indiana University.
Must be able to communicate in both written and spoken English language. Able to remain calm and alert during an emergency situation and/or during periods of heavy hotel activity, serving as a role model for other clerks and associates. Maintain a professional appearance and manner at all times. Able to prioritize and organize work assignments and delegate work to others. Able to defuse anger and collect accurate information and resolve conflicts.
Customer service experience in a hotel front desk environment.
Working Conditions/Physical Demands:
This position requires the ability to work a flexible schedule including nights, weekends, and holidays.
Must be able to stand for long periods of time.
Salary Plan: SS
Salary Grade: 0D
Department: INDIANA MEMORIAL UNION (BA-IMAU-IUBLA)
Internal Number: 47829
About Indiana University
Founded in 1820, Indiana University is the state’s public university system, comprised of two core campuses—IU-Bloomington and IUPUI—and six regional campuses located throughout the state. Combined, the total student population is more than 114,000 undergraduate, graduate and professional school students. IU is one of the largest employers in the state, with over 20,000 faculty and staff. Indiana University is an equal employment and affirmative action employer and a provider of ADA services. Diversity and inclusion remains a core commitment to IU’s mission to cultivate an educational environment that supports equal access, participation and representation on all of its campuses and that provides educational and career opportunities for all.