Front Desk Agent (Full-Time)

Front Desk Agent (Full-Time)

Saybrook Point Resort and Marina - Old Saybrook, CT 06475

Salary Range $18.00 Hourly Position Type Full Time

Job Title: Front Desk Agent (Full-Time)

FLSA Classification: Nonexempt (Hourly) Salary Range: $18.00

Reports to: Guest Experience Manager

Summary/objective: The Front Desk Agent serves as our guests first point of contact and manage all aspects of their accommodation. The Front Desk Agent responsibilities include registering guests, managing reservations, and providing information about rooms, rates, and amenities. The main goal for the Front Desk Agent is to help create a pleasant and memorable stay for our guests.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Greet each guest, enthusiastically and with a smile to create a friendly positive experience.
• When appropriate, up sell products and services
• Process all guest check-ins by confirming reservations, assigning room, and issuing and activating room key.
• Process all payment types such as room charges, cash, checks, debit, or credit. Process all check-outs including resolving any late and disputed charges.
• Answer, record, and process all guest calls, messages, requests, questions, or concerns.
• Coordinate with Housekeeping to track readiness of rooms for check-in.
• Communicate parking procedures to guests/visitors and dispatch bell staff or valet staff as needed.
• Supply guests with directions and information regarding property and local areas of interest.
• Confirm group reservations and arrange personalized services for VIP customers and event attendees, like wedding guests
• Upsell additional facilities and services, when appropriate
• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.
• Complete designated cashier and closing reports in the computer system. Cash guests personal checks and travelers checks.
• Count bank at the beginning and end of shift. Balance and drop receipts according to Accounting specifications.
• Record guest comments or complaints, referring customers to managers as necessary.
• Deposit guests valuables in hotel safes or safe-deposit boxes.
• Date-stamp, sort, and rack incoming mail and messages.
• Perform all other duties as assigned by management.
• Fully aware of and comply with Inns policies and procedures as identified in the procedure manual and handbook.
• Adhere to all Health and Safety policies and procedures.

Work environment

• Working conditions are based in a hospitality setting.
• Associates may be exposed to weather conditions prevalent at the time.
• Noise level in work environment is usually moderate.
• Exposure to cleaning solvents and chemicals.

Physical demands

• To perform this job successfully, the individual must be able to stand, move and work throughout the office area and property, including walking up to 1 mile, climbing stairs and standing at a desk/workstation for the duration of the shift.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands and fingers, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell.
• The associate must occasionally lift and/or move up to 30 pounds.
• Specific vision abilities required by the job include close vision, distance vision, and the ability to adjust focus.

Work authorization/security clearance requirements

Saybrook Point Resort & Marina requires all newly hired employees to provide documentation that they are legally authorized to work in the United States.

Affirmative Action/EEO statement

Saybrook Point Resort & Marina is an equal opportunity employer and does not discriminate against otherwise qualified applicants on the basis of race, color, religion, sex, national origin, age, disability, genetic information, gender identity or expression, or veteran status.

Saybrook Point Resort & Marina offers a competitive benefits package designed to support our employees' health, financial well-being, and professional growth. All employees are eligible for our 401(k)-retirement savings plan, Employee Assistance Program (EAP), employee discounts, holiday premium pay for hours worked on designated holidays, and financial assistance through our Employee Relief Fund and Hardship Loan Program. Eligible full-time employees also receive medical, dental, and vision insurance, paid time off, paid holidays, and tuition reimbursement.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Required education and experience

• High School diploma or GED required.

Preferred education and experience

• (1) one-year experience working in customer service or hospitality

Competencies

• Must be detail-oriented and have ability to multi-task.
• Ability to be efficient and productive in a fast-paced environment.
• Must have enthusiasm and possess excellent customer service skills.
• Enjoy working with people and possess a friendly and outgoing personality.
• Excellent command of the English language in communicating both verbally and non-verbally
• Ability to effectively present information and respond to questions from managers, employees, members, and the public
• Ability to add, subtract, multiply and divide in all units of measure using whole numbers, fractions, and decimals
• Ability to apply common sense to carry out instructions in written, oral or diagram format

Additional eligibility requirements

• Maintains all current licenses and certifications
• Be familiar with all Hotel services/features and local attractions/activities to respond to guest inquiries accurately.
• Maintains high standards for work area and appearance and presents self in highly professional manner to staff and guest.
• Available days, evenings, weekends, holidays and extended hours as business dictates.