Front Desk Coordinator, IU Dining and Hospitality

Job ID: 318557

Department

IUB HOTEL (BA-IUBH-IUBLA)

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

Combinations of related education and experience may be considered. Education beyond the minimum
required may be substituted for work experience. Work experience beyond the minimum required may be substituted for education.

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 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

Working Conditions / Demands

This role requires the ability
to effectively communicate and to operate a computer and other standard office productivity equipment. The position involves sedentary work
as well as periods of time moving around an office environment and the campus. The person in this role must be able to move items weighing
20 – 40 pounds. The person in this role must be able to perform the essential functions with or without an accommodation.

Additional Information

Salary Plan/Grade: PAA/2RK

This is a CWA union covered position.

Work
Location

Biddle Hotel

Indiana Memorial Union

Bloomington, Indiana

This is an in-person position.

Advertised Salary

$17.00 per hour

Work Hours

7am – 3pm, or 3pm – 11pm, including evenings and
weekends.

Occasionally requires overnight shift based on staffing needs.

Schedule varies based on business volume and
operational needs.

Benefits Overview

For full-time staff employees, Indiana University offers a wide array of
benefits including:

• Comprehensive medical and dental insurance
• Health savings account with generous IU
  contributions
• Healthcare and dependent care flexible spending accounts
• Basic group life insurance paid by
  IU
• Voluntary supplemental life, long-term disability, critical illness, and supplemental accidental death & dismemberment
  insurance
• Base retirement plan with generous IU contributions, subject to vesting
• Voluntary supplemental retirement plan
  options
• Tuition subsidy for employees and family members taking IU courses
• 10 paid holidays plus a paid winter break each
  year
• Generous paid time off plans
• Paid leave for new parents and IU-sponsored volunteer events
• Employee assistance
  program (EAP)

Learn more about our benefits by reviewing the IU Benefit Programs Brochure.

Job
Classification

Career Level: Intermediate

FLSA: Nonexempt

Job Function: Operations

Job Family: Hospitality

Click here to learn more
about Indiana University’s Job Framework. Equal Employment Opportunity

Indiana University is an equal opportunity
employer and provider of ADA services and prohibits discrimination in hiring. See Indiana University Notice of
Non-Discrimination here which includes contact information.

Contact Us

Request Support
Telephone: 812-856-1234

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