Front Desk Associate

Job Description

Job Description

The Front Desk team is typically the first point of contact with guests. As such, front desk staff is required to always maintain a friendly and welcoming demeanor with the people who enter the Welcome Center. This can include guests, other employees, and representatives from other businesses.

Duties Include:

·        Answer incoming calls in an efficient and polite manner at all times. 

·        Proficiently use ROAM System According to Training Procedures.

·        Booking & changing existing reservations

·        Sales Performance: expand and upgrade existing reservations by up selling to a package, suggesting meals, and offering excellent customer service.  By approaching customers with a genuine interest, we can increase their reservation to multiple days, and maintain them as customers for years to come.

Identify opportunities to upgrade a customer: multiple days of lodging with only one activity, reservations without meals, and activities without lodging.

·        Lodging Check-In

·        Customer Service: ensure existing and prospective customers are satisfied with our product and service.  Inform customers to the best of your knowledge, seeking help when confused or unsure.  Assist customers with any questions, helping them to the best of your ability while maintaining company policy.

·        Respond promptly to customer needs: Identify problem, provide efficient solution.

·        Solicit customer feedback: Listen to the customer, acknowledge concern ask, for details.

·        Manage difficult or emotional customer situations: Learn to diffuse irate customers effectively, provide solutions.

·        Communicate effectively with customer: use grammatically correct sentences, enunciate properly.

·        Show genuine concern for the customer: Go the extra mile! Treat each customer the way you would expect to be treated.

·        Be knowledgeable of the area:  Be able to give directions to trails in the New River Gorge, make suggestions for local shopping & attractions, be able to give directions to different locations in the area, ex. Walmart, Kroger, laundry mat, Veterinary Office, etc.

·        Operating a point-of-sale software on a computer

·        Selling of firewood, ice & other Welcome Center items

·        Cash Handling

·        Contacting Maintenance, Housekeeping & Grounds Depts to help customers with lodging issues

·        Contacting Restaurant staff about changes to guests dining reservations

·        Working with store & restaurant staff concerning guests using credits from their reservations for purchases.

·        Assigning/ distributing lodging for guests

·        Assisting guests with any questions they may have

·        Assisting guests with locating the proper check in area for their activities

·        Restocking merchandise on Welcome Center floor

·        Assisting with resort deliveries, ex. Where items should be delivered to

·        Must maintain an organized, neat and clean work station at all times

Skills/Qualifications:

• Excellent Personality/Communications Skills
• Attention to detail
• Top notch customer service skills
• Typing/computer skills
• Can handle working in a fast paced environment

ACE Adventure Resort is the East Coast's largest outdoor adventure resort, offering thrilling adventures, breathtaking views, and unforgettable memories. We're passionate about creating amazing experiences for our guests.

Company Description

ACE Adventure Resort is the East Coast's largest outdoor adventure resort, offering thrilling adventures, breathtaking views, and unforgettable memories. We're passionate about creating amazing experiences for our guests.