Front Desk Agent

Job Description

Job Description

At Eden Resort & Suites, we're all about creating memorable experiences, and our Front Desk Agents are at the heart of this mission. You'll be the friendly face welcoming guests, making their stay special from the moment they arrive. Your role is to provide outstanding service, whether through warm interactions, efficient handling of calls, or offering concierge services. We'll rely on your dedication and enthusiasm to ensure every guest feels cared for and valued. This position requires weekend and holiday availability, giving you the opportunity to be part of our vibrant hospitality scene when it’s most exciting.

Join a team that believes in the power of genuine care and excellence. As a member of the Eden Resort family, you’ll enjoy an employee discount, access to our assistance program, and a comprehensive benefits package for full-time positions, including PTO and various insurance options. If you’re ready to embrace a role where your contributions make a difference every day, let’s explore this opportunity together. Your journey with us could be the start of something wonderful. Compensation:

$16.50 hourly to start

Responsibilities:

• Greet every guest with a smile and provide excellent customer service.
• Maintain a strong presence at the front desk, being visible and accessible to our guests.
• Check guests in and out of their reservations.
• Assist guests with concierge-type requests, including restaurant recommendations, directions to local attractions, etc.
• Answer phone calls and direct the calls to the appropriate extension, or answer the questions.
• Create guest reservations over the phone, ensuring that they have the perfect room for their needs selected.
• Collect payment for guest and group accounts, following proper protocol and adhering to PCI regulations.
• Review reports and other documentation to ensure all work is completed properly.
• Monitor credit limits/floor limits and collect additional payments from guests as needed.
• Monitor and respond to guest requests/messages through various online/digital platforms.
• Resolve guest issues in a timely manner, offer a solution to the issues, provide compensation if required, inform the Manager on Duty (MOD), and make the required notes/records.
• Ensure guest reservations are properly set up, rooms are assigned, special requests are fulfilled, and payment instructions are followed.
• Prepare and distribute communications to guests, fellow associates, management, and other departments.
• Maintain a clean and organized workspace and follow all cleaning/sanitization guidelines.
• Maintain a clean and welcoming lobby, Front Desk area, and Marketplace.
• Communicate guest requests and property needs to the appropriate team members.
• Assist with various duties assigned by the MOD, Front Office Manager, or other property leadership.

Qualifications:

ESSENTIAL SKILLS:

• Excellent communication skills, both written and verbal.

• Ability to work as part of a team and be a self-starter.

• Ability to multitask and remain collected under pressure.

• Desire to provide excellent service to each guest, regardless of the situation.

EDUCATION AND EXPERIENCE REQUIRED:

• At least one (1) year of experience in a customer service role, such as retail, food, beverage, or hospitality.

• Knowledge of Microsoft Office Suite and hotel property management systems, namely Opera, is preferred.

• Holding the Certified Hospitality Supervisor (CHS) designation from the American Hotel and Lodging Association is preferred.

PHYSICAL REQUIREMENTS:

• Ability to stand or sit for extended periods of time.

• Ability to lift up to thirty (30) pounds.

About Company

The Eden Resort & Suites offers a collection of unique and upscale guest rooms and suites, unsurpassed on-site recreational facilities, and an exceptional staff ready to meet guests' needs. With a 50+ year foundation as a premier destination in Lancaster, the Eden Resort is expanding its service offerings and looking for individuals to join our team.

At the Eden Resort, our core values are at the heart of all that we do and are key to our enduring success. Eden Resort team members are deeply committed to caring for every individual who crosses their path , be it a guest or fellow team member. Our dedication to caring for others is expressed by team members' generosity with their time and efforts , the pursuit of excellence in their craft , and a spirit of ownership .

BENEFITS:

• Employee discount
• Employee assistance program
• (PTO, medical, dental, vision, life insurance benefits dependent on full-time status)