JOB SUMMARY: Under close supervision, the Front Office Desk Agent will be the primary contact for guests staying at Patient Housing during their stay and will assist with check-in as well as navigating the ANTHC campus.
Operate the front desk following the ANTHC Patient Housing policies and procedures. Greet every guest who approaches the Front Desk with a cheerful Hello and Welcome before the guest speaks. Must be able to work independently. Process requests in SharePoint. Completes confirmation calls prior to guest arrival.
Upholds the ANTHC Patient Housing commitment to hospitality, be attentive, friendly, helpful and courteous attitude to all guests and co-workers. Empathetically listen to and understanding guest concerns. Encourage guests to complete Guest Satisfaction surveys.
Maintain a professional appearance and attitude putting guest satisfaction first. Maintain a clean and pressed uniform including nametag.
Communicate consistently with other Agents, Supervisors, and Managers. Work closely with Housekeeping, Food & Beverage, Security, Ronald McDonald House, and other partners to improve guest service and satisfaction. Coordinate daily activities with fellow Front Office Desk Agents.
Understand and enforce all Fire and Life Safety procedures. Remain current with all updates to Policies and Procedures. Remain current with all training.
Maintain accurate room status information and communicate same to Patient Housing partners. Maintain security of all Patient Housing keys, returning any keys issued at the end of each shift.
Assist with the development and implementation of Front Office departmental metrics. Operate all aspects of the Patient Housing Front Office computer system with accuracy. Understand and use all available Front Office computer system reports.
Will work closely with the reservationist via TigerConnect to coordinate with the pre-check in process. Assist guests in determining housing location before getting off the shuttle.
Must stay in constant communication with the Shuttle Driver, Guest and Reservationist. Will be obtaining surveys, assist with luggage, locate correct Airlines for departures and inform all arrive guest the location of their stay.
The Reservationist will be the primary agent making and assigning reservations, closely following the ANTHC Patient Housing policies and procedures. Assigns all arriving guests in priority order. Must be able to multitask on the phone, computer programs and emails.
Coordinates pre check in with Shuttle Agent, prints registration print in preparation for guest arrival.
Determine Medicaid Hotel availability daily and assist guests in finding a Medicaid hotel when there is no availability on campus. Assist in the reconciliation of billing for on campus housing.
Process all discharge/urgent requests in SharePoint as they are submitted.
Night Auditor Specific:
The Night Auditor must be able to work independently.
Daily duties include; reconcile bucket, review rate amounts for accurate billing, obtain accurate room counts for Night Audit updates, No Show all reservations of guest that have not arrived, run Night Audit, run multiple reports for Patient Housing Management staff and email out Night Audit template to Stand up group and Patient Housing Management.
Will review all Medicaid before being sending to Finance for final processing.
Ability to train individuals in Patient Housing processes and work within a leadership group.
Performs other duties as assigned or required.
KNOWLEDGE and SKILLS
Knowledge of Alaska Tribal Health System, ANTHC, and Alaska Native culture(s) and politics.
Knowledge of customer service concepts and practice
Knowledge of the Privacy Act of 1974 and HIPPA Privacy Rule Act of 1966.
Knowledge of state, federal and public/private insurance including Medicare/Medicaid
Skill in oral and written communication.
Skill in managing multiple priorities and tasks concurrently and meeting deadlines.
Skill in establishing and maintaining cooperative working relationships with others.
Skill in operating a personal computer utilizing a variety of applications.
Skill in operating office equipment, including copiers and fax machines.
Skill in operating multiple line telephone systems.
Skill in working independently or as a team member.
Skill in dealing with distressed customers.
Proficient working knowledge of ANMC Patient Housing and Quyana House operations, Maestro, Night Audit processing taxi services and request processing
Knowledge of Alaska Medicaid Rules and Regulations.
MINIMUM EDUCATION QUALIFICATION
High school diploma or GED equivalent.
Level II & III
Associates Degree in business or progressively responsible customer service, hospitality services, or related work may be substituted on a year-by-year basis for the college education
MINIMUM EXPERIENCE QUALIFICATION
Non-supervisory - Two (2) years of Customer Service experience. An equivalent combination of relevant education and/or training may be substituted for experience.
Non-supervisory - Two (2) years of customer service experience or hotel hospitality services and one year working for ANMC Patient Housing as a Front Desk Agent I. An equivalent combination of relevant education and/or training may be substituted for experience.
Non-supervisory - Three (3) years customer service experience with qualifying hotel hospitality experience or 3 years working for ANMC Patient Housing as a Front Desk Agent II.
PREFERRED EDUCATION QUALIFICATION
Four (4) years of front desk/hotel experience or 1 year of front desk/hotel supervisory experience.
Will work weekend shifts and holidays.
Will need to be able to take call on a rotating schedule.
Will need to be able to work evenings, weekends and holidays.
MINIMUM PHYSICAL REQUIREMENTS
The following demands are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Must be able to lift a minimum of 50 pounds.
ANMC is not a latex free facility; an employee should expect to work in an environment where latex may be present.
Ability to stand, walk or sit for varied periods of time.
May be occasionally exposed to infectious diseases.
May be required to work outside the traditional work schedule including evenings, weekends and holidays.
May be required to stand for up to eight hours.
May also be required to bend, twist and reach.
*Accepting applications through midnight on 9/13/2019