Front Office Agent

Job Description

Job Description

To ensure appropriate checking in and checking out of guests and providing services to these guests in a courteous and professional manner.  Responsible for understanding the basic tenets of Rooms Merchandizing & integrating that knowledge with selective selling techniques to sell the right rooms to the right customers at the right rate.  To provide assistance & services for guests in order to ensure guest satisfaction.  Consistently employ our operating vision and principles throughout the check in and check out process and while interacting with our guests at all times. This is a full time position.

Responsibilities

• To be thoroughly acquainted with all check-in & checkout procedures and policies.
• To be able to make, change & cancel reservations.
• Be familiar with all technical equipment as related to the Front Desk.
• To be familiar with all Resort facilities, outlets and hours of operation.
• To be familiar with general organization set-up.
• To be familiar with the inter-relationship between the different departments.
• Must be able to complete multiple tasks for guest in a timely & efficient manner.
• Consistently adhere to all resort policy and procedures
• Consistently meet and greet all guests and provide exceptional guest service in handling all requests.
• Post charges as required
• Responsible for assisting in the Resort cross marketing initiatives
• Responsible for up-selling to generate incremental room revenues
• Consistently answer the telephone in 3 rings and use proper greetings
• Retains responsibility for a $300 bank, and is responsible for handling all incoming and outgoing cash accurately
• Responsibility for effective utilization of resources to assist guests with all requests
• Never say “no”.  You must find a way to satisfy the guest needs at all times.
• Maintain and sell resort gift cards
• Maintain a clean and organized work area
• Excellent guest service skills required
• Ability to multitask
• Friendly and hospitable attitude
• Inherent willingness and desire to please people
• Any and all reasonable requests of management

Qualifications

• Must possess excellent verbal & written communication skills. 
• Must have good math skills. 
• Able to stand for long periods of time.
• Must be able to exhibit excellent face to face customer service skills. 
• Willing to work varied shifts and days.  
• Must have a professional attitude and appearance.  
• Prior knowledge of Opera ideal.  
• Asian language skills a plus.
• Excellent customer service practices
• Adherence to departmental and property standards and procedures
• Teamwork: Works efficiently and effectively as member of a team; communicates and cooperates with property staff