Front Desk Agent

Job Title

Responsibilities and Duties:

- Approach all encounters with guests and team members in a friendly, service-oriented manner.

- Maintain regular attendance in compliance with Callaway standards, as required by scheduling.

- Maintain high standards of personal appearance and grooming which includes appropriate uniform and nametag when working.

- Always comply with Callaway standards and regulations to encourage safe and efficient operations.

- Detailed – Oriented

- Knowledge of Opera PMS, Word, and Excel software is preferred.

- Ability to multi-task and perform under pressure.

- Hotel or resort experience is preferred.

- Ability to work a flexible schedule, including weekends and holidays.

- Excellent guest service and computer skills.

- Ability to work independently and follow standard operating procedures.

- Supervisory experience in a front desk or hospitality setting is preferred but not required.

- Assist with check ins, check outs and walk in reservations.

- Monitor no shows and cancellations.

- Greeting guests, assist with requests and resolve complaints.

- Prepare next day's guest arrival packets.

- Distribute reports via email & physical.

- Monitor and report supplies needed for Front Desk agents.

- Respond to guests via Zingle, HotSOS, Booking and Expedia.

- Perform other duties as assigned by supervisor or management.

- Attend all meetings/training as required by supervisor or manager.

Education & Experience:

- High School Diploma or Equivalent (Required)

- Post-secondary education in Hotel Management or equivalent is an asset.

- Ability and willingness to work any shift. Including holidays and weekends.

- Previous Night Audit experience preferred, 6+ months previous work experience in a guest service positions preferably within the hospitality industry.

- Must be a strong team player with proven leadership, development, delegating and planning skills.

- Must be creative, possess proven initiative with the desire to learn and develop.

- Ability to understand, follow, and effectively communicate both written & verbally in English.

- Thorough understanding of basic math and accounting skills.

- Experience with Hotel PMS systems such as Opera Cloud.

- Ability to make sound decisions with little supervision.

- Able to work under pressure in a fast-paced environment.

Physical Requirements:

- Ability to lift weights up to 30lbs.

- Ability to stoop, bend, stretch, and lift while performing duties.

- Specific vision abilities required by the job include close vision and distance.

Critical Thinking Skills:

- Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.

- Be able to evaluate and select among alternative courses of action quickly and accurately.

- Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.

- Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits.

- Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need.

- Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.

- Be able to work with and understand financial information and data and perform basic math functions.

- A willingness to look several days ahead to know and understand the guest's needs.

- Understanding this role sets our agents up for a successful day.

- Ability to work independently and follow standard operating procedures.

- Strong customer service and communication skills.

- Flexibility to work a schedule that includes weekends, days, evenings, and holidays.

- Ability to perform under pressure and multi-task.

Equal Opportunity Employer