Front Desk Agent

SUMMARY: Front Desk Agent is responsible for providing excellent guest service and duties during guest check-in and check-out. The Front Desk Agent also takes hotel reservations and assists with PBX operations and concierge services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greet guests in a friendly manner and follow check in procedures.
• Take payments and post accurately to guest accounts.
• Follow set polices regarding cash handling.
• Communicate with other departments in a friendly and professional manner.
• Be aware of local attractions and restaurants and make recommendations to guests.
• Handle incoming telephone calls and other guest communication in a discreet fashion.
• Responsible for taking, recording, and cancelling reservations for the resort.
• Answers reservation inquiries and gives details about the resort and current promotions.
• Accurately communicate with other shifts regarding issues arising from day-to-day operations.
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items as listed on shift checklists.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Completes departure report and follows up with Housekeeping on late check-outs.
• Reviews discrepancy report from Housekeeping; resolves discrepancies.
• Issue guest safety deposit boxes as requested.
• Maintain complete knowledge at all times of all hotel features/services, hours of operation, all room types, numbers, layout, décor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities.
• Communicate services and amenities of the hotel to guests.
• Log all guest service requests and follow through to ensure requests are met.
• Access the hotel property management system (Maestro).
• Complete additional duties as assigned by the Front Office Manager and Director of Owner Relations.
• Support safe work habits and contribute to a safe working environment.

QUALIFICATIONS, SKILLS & ABILITIES:

• Ability to actively attend to, convey, and understand the comments and questions of others.
• Solves problems and/or suggest alternatives to previous arrangements if necessary.
• Ability to organize effectively.
• Ability to multitask effectively.
• Ability to get along well with a variety of personalities and individuals.
• Ability to show consideration for and maintain good relations with others.
• Ability to accept responsibility and account for his/her actions.
• Ability to take care of the customers’ needs while following company procedures in a calm and efficient manner.

EDUCATION AND/OR EXPERIENCE:

• Two years of related hotel/resort industry experience and/or training.
• High school or GED graduate.

LANGUAGE SKILLS:

• Ability to read, comprehend and provide instructions, both written and verbal.
• Ability to effectively present information to individuals and all sizes of groups (i.e., clients, customers, guests, associates, managers etc.).

COMPUTER SKILLS (FOR ADMINISTRATION OR MANAGEMENT POSITIONS):

• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, Outlook, Navis and Maestro experience a plus.
• Proficient in Outlook and Internet applications.

CERTIFICATES & LICENSES:

• Must provide valid document(s) to work in the US.
• Valid California Driver License.

WORK ENVIRONMENT:
The work environment at Resort ranges from wintertime lows of 30 degrees to summertime highs to 80+ degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee must be able to:

• Specific vision abilities required by this job include close vision.
• Lift 25-50 lbs. (for specific positions)
• Sit, stand, and walk for long periods of time.
• Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.