Front Desk Agent - Full Time

Front Desk AgentThe Front Desk Agent often provides the first point of contact for guests and is responsible for creating an excellent first impression. They are responsible for guest registration, room assignments and key control responsibilities. The Front Desk Agent will maintain the AAA Four Diamond standards.The Front Desk Agent will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. He/She/They shall strive to deliver exceptional service to all internal and external guests at all times. In this role, they are responsible for exemplifying the Sunriver Resort Culture and actively supporting our Vision and Mission to be the destination of choice for our guests, owners, and associates.ResponsibilitiesGreets and welcomes guests upon arrival and departure including use of guest name & good eye contact with each guestAnticipate guests' needs, respond promptly and acknowledge all guests, however busy and whatever time of dayFollows proper check-in proceduresRegisters guests into computer system, verifying registration, address and credit informationAccepts payment for guests' accountants both at the time of registration and check outFollows set procedures on posting, charges, cashing checks, safe deposits and refundsMaintains accurate records of room availabilityBe knowledgeable of all tours/groupsResponsible for key controlCompletes appropriate front office reportsResolves problems arising from guest complaints and provides prompt follow-upWorks closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfactionAttends appropriate resort, division and department meetingsAssures guest service standards are being applied by all guest services teamAssists with maintaining a strong morale and spirit throughout the guest services teamMaintains records for all VIPs, special requests, etc.Maintains an up to date working knowledge of all resort amenities as well as any special eventsFamiliar with all resort services/features and local attractions/activities to respond to guest inquiries accurately and creativelyMakes dining, tour and activity reservations for guestsAccepts incoming guest correspondence and transmits appropriatelyUpsells other resort services and amenities to guests including Destination DeliversMaintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculateAnswers incoming guest calls, transfers calls appropriately and relays messages accuratelyReceives and sends guest faxesAssists guests with incoming packagesArranges bell service for guestsSchedules travel arrangements for guestsAssists with luggage storage and retrievalOpens car doors for guestsValet parks carsMaintains knowledge of valet parking lot flowPerforms special deliveries or errands for guestsDelivers automobiles to guests ready to drive, which will require snow removal during winter seasonProvides transportation throughout Sunriver, Mt. Bachelor and surrounding area as neededMaintains traffic control ensuring fire lanes are kept clearProvides daily custodial duties for the inside and outside of main lodge and parking areasMaintain a clean lobby, entrance and parking lot presenceMaintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intendedMonitor and maintain cleanliness, sanitation and organization of assigned work areas including company vehiclesQualifications EXPERIENCE & EDUCATION: High school diploma or equivalentPrior hospitality experience preferredAt least one year customer service experience preferred JOB REQUIRMENTS: Must have excellent phone etiquetteMust have strong computer skillsMust have strong working knowledge of Microsoft Office programsMust be able to work in a fast paced environmentAbility to work a flexible schedule that may include evenings, weekends and holidaysMust have the ability to deal effectively and interact well with the guests and associatesMust have the ability to resolve problems/conflicts in a diplomatic and tactful mannerMust have a passion for creating an exceptional experience for all guests WORKING CONDITIONS: Must be able to stand on feet throughout the shift, with intermittent periods of walking;Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance;Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).