Job Description

Resort Front Desk Agent

Provides first impression for the lodge guests arriving to the resort. Facilitates check-in and check-out, guest billing and satisfaction and coordinates support departments in the interest of guest service.

Essential Duties and Responsibilities Include The Following. Other Duties May Be Assigned.

1. Acquires knowledge of HOST and guest service functions
2. Ability to provide thorough, professional and accurate information to guests, employees, callers and day visitors
3. Stays current of all resort activities, upcoming events and groups in-house and working knowledge of family history.
4. Be aware and alert of all guests and their needs- guests always come first.
5. Checks guest in and out ensuring satisfaction and resolving all billing and rooming issues.
6. Maintain clean and presentable registration/workplace.
7. Maintain guest confidentiality.
8. Provide guest with all available or requested information at all times.
9. Handles guest complaints, suggestions or problems quickly, efficiently and courteously.
10. Post charges in guest folios in HOST as needed.
11. Books dining room reservations for all guests into our Open Table system.
12. Handle current and previous guest folio questions, resolving to guest's satisfaction promptly and efficiently.
13. Review daily activities/group spec sheets for current events.
14. Review daily TRACE report and coordinate deliveries or other requests.
15. Maintains availability awareness for walk-in sales opportunities.
16. Enforces all cash handling, check and credit card policies, as well as general hotel policy.
17. Maintain $400 cash bank.
18. Process payments through computer, shift4 and cash drawer.
19. Upholds hotels commitment to hospitality.
20. Acquires information from shift and passes on pertinent information to next shift agent.
21. Provide night auditor with complete and accurate shift work.
22. Assist in training of new staff.
23. Acts as liaison for other departments to ensure working relationships and communication.
24. Keeps abreast of new rates, packages, tour operators and perspective groups.
25. Reports work orders in HOTSOS completely and accurately.
26. Books guest activities reservations through Peak Pro and collects payment for.
27. Other duties as assigned.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving
• Technical Skills
• Customer Service
• Interpersonal Skills
• Oral Communication
• Written Communication
• Teamwork
• Visionary Leadership
• Leadership
• Quality Management
• Business Acumen
• Cost Consciousness
• Diversity
• Ethics
• Organizational Support
• Judgment
• Motivation
• Planning/Organizing
• Professionalism
• Quality
• Quantity
• Safety and Security
• Adaptability
• Attendance/Punctuality
• Dependability
• Initiative
• Innovation

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High-school diploma / Minimum of one year customer service experience, with office machines and cash handling; or equivalent combination of education and experience. Springer-Miller HOST property management system experience preferred.

Language Skills

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills

To perform this job successfully, an individual should have knowledge of Springer Miller Systems Property Management software.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to stand and walk. The employee is occasionally required to sit; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to toxic or caustic cleaning chemicals and outside weather conditions. The noise level in the work environment is usually moderate.

Job Tags

Similar Jobs