Job Details

POSITION SUMMARY

As an integral part of a team, you will be responsible for continuously looking for ways to improve each guest's experience by providing exceptional guest service that includes but not limited to clerical and administrative support for the Engineering Department, verbal and written communication internally and externally, working knowledge of maintenance facilities and hotel operations. This person will be working with the team on day-to-day operations and projects. Will also accept, log and distribute maintenance request calls and help facilitate the completion of any departmental requests.

ESSENTIAL FUNCTIONS

* Maintain complete knowledge of and comply with all departmental policies/service procedures/standards.

* Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended.

* Anticipate guests' needs, respond promptly and acknowledge all guests, however busy and at any time of day through the CMMS.

* Always maintain positive guest relations, resolve guest complaints, ensuring guest satisfaction in relation to engineering.

* Access all functions of computer to include Microsoft 365, HMS and CMMS.

* Read the logbook daily and record all pertinent information in the logbook.

* Greeting all individuals arriving at the engineering department and assisting with their needs.

* Maintain accurate trace files and communicate daily traces to Director of Engineering.

* Establish and maintain filing procedures that are aligned with Engineering Dept structure.

* Attend designated meetings, take minutes, transcribe and distribute as designated by Director.

* Document all guest requests/complaints and communicate such to respective personnel for proper handling. Follow up on guest satisfaction.

* Maintain all necessary reference books and manuals as required.

* Accept all in-house maintenance requests.

* Prepare work orders for maintenance repairs and distribute to Engineering Supervisors and Director of Engineering for prioritization. Monitor completion of work orders submitted.

* Maintain guest room preventive maintenance program with Rooms Division.

* Maintains public area and equipment preventive maintenance utilizing the CMMS. Maintain communication with Housekeeping and Front Desk status of all rooms repairs and preventive maintenance.

* Maintain confidentiality and security of specified hotel information, correspondence, reports and files.

* Perform all other duties as may be required or assigned.

SUPERVISORY REQUIREMENTS

Reports To: Director of Engineering

Supervises: None

EDUCATION/EXPERIENCE

* High school diploma or equivalent vocational training certificate.

* Minimum 2 years of experience as an Administrative Assistant, Dispatcher and/or Facilities Coordinator

LICENSES/CERTIFICATIONS

* Certification in First Aid/CPR

KNOWLEDGE, SKILLS, & ABILITIES

* Ability to anticipate guest needs; respond promptly and acknowledge all guests.

* Ensure familiarity with all hotel services/features and local attractions and activities to respond to guest inquiries accurately.

* Must be highly organized, detail-oriented and can multi-task.

* Ability to always maintain positive guest relations.

* Ability to operate Windows based computers and laptops.

* Working knowledge of CMMS systems and HMS

* Working knowledge of Microsoft 365 and all relevant apps associated to perform the position