Hospitality Assistant

DESCRIPTION

The Hospitality Assistant is the visible face and the first point of contact for the Hospitality Services Team, engaging with passengers from diverse cultures and backgrounds. They perform administrative tasks and are responsible for providing important information about accommodations, transportation services, room cleaning issues, and other customer service matters.

The Hospitality Assistant will work at the front desk and collaborate closely with the Hospitality Services Coordinator, sharing all relevant information to provide efficient hospitality service.

He/She is responsible for overseeing daily passenger activities, from their arrival in Calama or San Pedro by bus until their departure. This includes coordinating ground transportation to and from the OSF, checking in and out of rooms, activating cards, and addressing any other requests from ALMA and contractor staff, as well as visitor users.

KEY RESPONSIBILITIES

• Handles daily passenger activities, from the moment they land in Calama or arrive by bus at San Pedro until their departure.
• Coordinates ground site transportation: Manages and supervises shuttles between the OSF and Calama Airport, OSF and San Pedro de Atacama according to their approved schedules, flight information, and passenger lists. Provides written instructions to bus and shuttle drivers while maintaining phone communication with them. Makes adjustments or offers alternative solutions in case of unforeseen situations. Prepares weekly reports on ground transportation buses and shuttles.
• At the Hospitality Manager's request, prepares a monthly report based on information provided by the transportation contractor regarding the travel time of the bus and the sprinter from the OSF to Calama’s airport.
• Check-in and check-out: Greet passengers and visitors arriving at the site, provide them with all necessary guest information, and handle their room keys. Collect keys from departing guests.
• Issues or activates cards for incoming guests and visitors. Therefore, maintains direct communication with guards responsible for access to the ALMA site.
• Manages and recycles ID cards. Oversees ID card inventory and places purchase orders as needed.
• Handles all customer requirements, complaints, suggestions, and minor room maintenance issues in person, by phone, mail, or QR code, directing them to the appropriate contractor staff and tracking them until completion.
• Issues purchase requests and orders for office and cafeteria supplies through Navision, ensuring the necessary stock is maintained on site.
• Issue purchase requests and orders following instructions from Hospitality Services Coordinators or the Hospitality Manager.
• Keeps the daily-updated reception whiteboard with details about the DR (Director Representative) in charge, the reception on-call person and mobile number, Alma Travel on-call person and mobile number, Hospitality Services Coordinator on-call person and mobile number, safety on-duty staff, Wi-Fi information, and other relevant details.
• Answers phone calls.
• Manages incoming and outgoing correspondence by receiving, recording, and distributing it.
• Sends emails to all users on the site, informing them about the monthly fumigation schedule.
• Sends emails to all users on the site, informing them about the departure times for AM and PM transportation from the OSF.
• Manages petty cash for the Hospitality Services Group.
• Stores all country flags in excellent condition and stores them properly. Coordinates with the camp maintenance contractor to raise and lower flags for special occasions or when requested.
• Every day, reconciles food consumption with the employee designated by the Food Contractor, generates a daily report, and archives all related information about daily food intake.
• Issues Material Requests to Warehouse regarding office supplies for other departments.
• Handles and supplies OSF and AOS cafeterias and manages inventory in the Hospitality storage room.
• Procures supplies of consumable drinking water for the site. Provides information to the Hospitality Manager, suggesting quantities and schedules for water deliveries from the supplier.
• Handles and books reservations for meeting rooms.
• Stores, hands over, and retrieves table sports items.
• Handles the ALMA “lost and found” service.
• Operates the Actual Trip system to:

* Identifying rooms assigned to arriving passengers.

* Clarify any doubts or possible conflicts related to room assignments.

* Assist Alma Travel in finding room distribution solutions during high-demand periods.

* Creates and distributes daily room occupancy reports to the Hospitality Manager, OpsA, Safety, and the food and cleaning contractor.

* Provides advance check-in and check-out details to the lodging contractor to coordinate room cleaning, sheet changes, and updates on room check-ins and check-outs.

• Handles emergency requests regarding transportation for staff.
• Be on-call outside of normal OSF hours to assist the on-call SCO Alma Travel with OSF room arrangements and daily trips for ALMA employees and contractors.
• Performs some duties of the Hospitality Services Coordinator when on sick leave or vacation. For example: Request quotes and generate purchase requests via AUI or ESO (Navision) when requested by the Hospitality Manager.
• Carry out any other duty or task requested by his/her superior.

REQUIREMENTS

A degree in technical or secretarial studies is preferred.

· At least 2 years of relevant experience working at a hotel front desk or in a similar role.

· Experience in customer service and hotel management is desired.

· The person must be able to use a computer and be familiar with various software programs. A personal computer user with proven expertise in mastering Excel spreadsheets.

· Knowledge of the Navision system is preferred.

· Communication skills: Written, face-to-face, and phone communication. Polite, clear, and focused.

· Customer service-oriented, empathetic, resilient, self-motivated, and proactive.

· Ability to perform at high standards through honesty, empathy, teamwork, and safety.

· Ability to anticipate and handle critical situations involving unruly passengers by maintaining self-control, communicating effectively, and making decisions under pressure. Ability to seek support from colleagues or the Manager when needed.

· Ability to handle multiple tasks, such as attending to customers and managing a ringing phone.

· Ability to build and sustain effective working relationships with colleagues, management, and service providers, while always maintaining a professional demeanor.

· Ability to maintain organized paperwork, deliver required or requested data on time, and ensure that critical information is accessible to others.

· Ability to work in a shift system, working 11 hours a day over eight days, away from home, maintaining emotional stability, good interpersonal relationships, and concentration on details.

· Advanced spoken and written English (Able to receive and provide clear and complete information, to manage customer discussions even on the phone, and to provide reports in English

WORKING CONDITIONS

· Duty Station: The position will be based at the Operations Support Facility (OSF) of ALMA, near San Pedro de Atacama (Region II), working on an 8/6 shift basis.

· Work takes place in an administrative setting, with regular visits and inspections of the buildings.

· Work is to be performed in high altitude conditions, 3000 mts. above sea level.

Deadline for applications: Monday, January 26th, at 12:00 p.m. Chile time.

ALMA Values

An important element in any successful employment relationship is harmony in values between an organization and its people.

The ALMA Values are:

Excellence

Respect and Diversity

Collaboration

Care

Applicants to any ALMA role are asked to reflect on their affinity with these values and advised that they may be asked about them if called for an interview.

Este aviso se publica dentro del marco de la Ley N° 21.015, que incentiva la inclusión de personas con discapacidad al mundo laboral.

This notice is published within the framework of Law No. 21.015, which encourages the inclusion of people with disabilities in the world of work.