Front Desk Agent

Description

At Turf Valley Resort, we pride ourselves on providing a relaxing, peaceful atmosphere to ensure deep relaxation, as well as a peaceful retreat. Our resort offers breathtakingly scenic views of gently waning sunsets, which overlook the pinnacle of our property, as well as our newly renovated and carefully maintained golf courses. Located in Central Maryland, we are a short drive from Baltimore and Washington, DC. Turf Valley offers an inclusive and diversified work environment that emphasizes teamwork and career growth. We pride ourselves on being a family owned and operated business, and we truly see our employees as an extension of the family. Come join the family and see why 32% of our managers started as hourly employees and 56 % of our employees have been here for 10+ years. Work above par, drive your own cart through life & play the whole 18 holes with us here at Turf Valley Resort.

We are looking for a Full-Time Front Desk Agent that can work evenings (3pm-10pm).

RESPONSIBILITIES:

CUSTOMER SERVICE SKILLS

1. Answering questions about the Hotel and surrounding areas
2. Providing directions for the Hotel and surrounding areas
3. Answering the phones
4. Handling guest room requests
5. Problem solving and listening skills

CHECK GUESTS IN AND OUT OF HOTEL EFFICIENTLY

1. Utilize computer program
2. Process payment options
3. Assign a room
4. Activate a room key
5. Knowledgeable of Hotel policies and procedures
6. Make future reservations if necessary for customer

SHIFT PREP WORK

1. Review number of departures or arrivals for the day
2. Read daily log book and take action as necessary
3. Prepare new forms for the day
   1. Request sheet
   2. Start a new key sign-out sheet (signatures accompany all key requests)
   3. Start daily wake up log sheet
4. Routing checking
   1. Trace file for notes, comp slips, etc.
   2. Ensure that faxes and messages are delivered appropriately
   3. Check for any package deliveries
   4. Paper supplies for the fax machine, copier and printers
   5. Front Desk is fully stocked (pens, folio paper, brochures, etc.)
   6. Registration cards are in the bucket and the bucket check is done on each shift
   7. Vendor dry cleaning status and post valet charges
   8. Event sheets are placed in the appropriate place

BUCKET CHECK

1. Print a bucket check report
2. Make sure each occupied room has a registration card in the bucket
3. Make sure a credit card is on file for each registration
4. Make sure there are no cash paying guests over their limit
5. Make sure each registration card is signed and addresses and phone numbers are added to the guest file
6. Complete disputed charges and cash accounts if necessary

RUN THE FOLLOWING REPORTS:

1. Print an emergency report at the beginning of each shift
2. Print a vacant rooms report
3. Arrivals list for each day
4. Print an in-house guest ledger for both restaurants
5. Print a note report for each day and its following day
6. Print your individual shift audit
7. Organize your folio receipts accordingly
8. You are responsible for your individual bank and house monies at all times
9. At the end of your shift print registration cards and pending mail (PM)

OTHER:

1. Write package vouchers if necessary
2. Knowledge of lost and found procedures and theft reports from guests
3. Reporting unusual requests and problems to managers
4. Full understanding of fire evacuation and emergency procedures
5. Understanding and compliance with safety deposit box usage

Physical Demands:

1. Standing for 8-Hour Shift

2. Occasional Bending and Lifting

3. Ability to Use Computer Proficiently

Education and Work Experience:

1. A minimum of 1-2 years of Hotel Front Desk experience preferred

2. Excellent Customer Service Skills