Front Desk Agent

Job Description

Job Description

The Front Desk Associates are responsible for always delivering excellent customer service to our guests. The primary focus of this position is to create a pleasant and engaging experience for our resort guests through excellent interactions, inbound and outbound call efforts, concierge services, administrative responsibilities, and other duties as assigned by Management. You will serve as the face of the resort as you interact with current and prospective guests, assisting them with whatever they may need.  Must be available to work weekends and holidays.

EDEN RESORT & SUITES EEO STATEMENT:

The Eden Resort & Suites provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

$16.50 hourly to start

• 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.

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.

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)