Front Desk Agent

Front Desk Agent General Responsibilities: In a warm and inviting way, greets and directs guest at the time of check-in and throughout the guest stay. Takes responsibility for special request from guest and handles in a quick, efficient and courteous manner. Completes Daily Shift Checklist: Reviews all departures for correct billing and reads reservation comments for any events/disturbances that may have occurred during the guest stay. Resolves any outstanding issues. Verifies payment method for third party reservations and takes deposits and/or completes routing. Reviews arriving reservations for correct billing and the reservation comments/request ensuring items requested are delivered (e.g., mail, package coupons, special event coupons, rollaway, pet friendly room/room preference). Communicate with other department personnel to complete guest request. Directs incoming guest providing an overview of the property and upselling when appropriate. Ensures all guest sign a guest registration card, provides a valid credit card and/or other method of payment. Answers telephone calls within 3 rings with proper greeting. Screens telephone calls, makes room and vacation home reservations. Answers guest inquiries pertaining to resort amenities, dining, entertainment and travel directions. Responds to guest comments/complaints in a timely manner and takes responsibility to resolve the guest request and/or concerns. Accurately post charges to guest folios, such as for the gift shop, golf, spa or the restaurant. Verify front desk banks and deposits each shift and follows all cash-handling and credit card policies. Accurately record information in all of the required logs and related service systems (e.g., telephone, second effort and Service Pro). Responsible for the order and cleanliness of the front desk and lobby area. Reports all unsafe condition immediately. Maintain a good working relationship with all departments. Comply with all policies and procedures set forth by the property Employee Handbook. Job Qualifications High School Diploma or GED Preferred front office experience in the hotel, leisure and/or retail sector Ability to work well with others A desire to deliver exceptional levels of Guest Service Exhibit effective communication skills, both written and verbal Basic math skills and prior cash handling experience Detailed oriented and ability to multi-task and work well under pressure Ability to stand during a 6 to 8 hour shift To successfully fill this position, the candidate should maintain the attitude, behaviors, skills and values as described in this description. FLSA Information Management Activities None Discretion / Independent Judgment This position does represent the company in handling complaints, arbitrating disputes or resolving grievances. A Front Desk Agent will be expected to work with guests and visitors to ensure satisfaction. A Front Desk Agent will have to take initiative and get creative in resolving guest challenges and involve a supervisor only when previous methods have been unsuccessful. ADA Information Physical Requirements Ability to speak and hear Close and distance vision Frequent standing with some walking and sitting Will stand for long periods of time Frequently lifts/carries up to 5 lbs Occasionally lifts/carries up to 25 lbs Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills Able to reach hands and arms in any direction and kneel and stoop repeatedly Working Conditions Generally in an indoor office setting Will be using a computer frequently Varying schedule to include evenings, holidays and extended hours as business dictates