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 provides assistance 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.


• 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 the Housekeeping department 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.


• Assist with Concierge services.


• 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.


• Coordinate with other departments to insure quality guest satisfaction.


• Support safe work habits and contribute to a safe working environment at all times.


• Follow directions, get along with co-workers and supervisors, treat co-workers, supervisors and guests with respect and courtesy, contributes to a positive and rewarding team environment and refrains from abusive, insubordinate and/or violent behavior.


• Perform other related duties as requested by the supervisor.

 

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 multi task 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 year’s 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, PowerPoint 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 is required (for specific positions).

 

WORK ENVIRONMENT:

The work environment at Resort ranges from winter time lows of 30 degrees to summer time 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:

• Use hands to finger, handle, or feel; and talk or hear. 


• 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.