Description

The Front Desk Agent is responsible for a professional, yet personal and efficient check-in and check- out for each guest of the resort. Process all payments according to established resort requirements. Provide information to any guest or visitor inquiries in person or via the telephone. In addition, he/she is expected to complete daily checklists and practice aggressive hospitality and courtesy at all times.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Qualifications:

1. High school diploma or GED.
2. At least two years of related guest service experience, with one year of hotel experience preferred.
3. Excellent communications skills in English, in person, on the telephone, and in writing.
4. Professional appearance, well-groomed within company guidelines.
5. Proficient computer skills, with knowledge of Visual One Property Management System preferred.
6. Outstanding listening and implementing skills.
7. Excellent organizational and time management, decision-making and planning skills.
8. Able to multi-task and maintain upbeat and positive working relationships while providing excellent guest service.
9. Ability to be a team player and a leader given the time and task.
10. Preferred experience in PMS Opera.

This can be a full or part-time position. The schedule will be based on business needs so flexibility in scheduling is required. The Hotel operates 24 hours per day and seven days a week. Including Holidays and weekends.

Essential Functions:

• Responsible for providing prompt yet personal service at times of check-in & check-out
• Approach all encounters with guests, employees and members in a professional and personalized manner
• Maintain regular attendance in compliance with Hotel Legends Standards, as required by scheduling, which will vary according to the needs of the resort
• Must have a professional image and personality exuding confidence and leadership skills while encouraging safe and efficient resort operations
• Help management apply the credit policy and guest billing policy
• Actively participates in daily briefings and meetings
• Expected to conduct oneself in a discrete manner in all guest areas

• Ensures that the safety & confidentiality of all matters pertaining to guests and members are met in accordance with resort standards
• Know all resort emergency procedures
• Understand and communicate promotions and enhancements effectively with Service Professionals and guests
• Build rapport with VIPs, distinguished visitors; escort guests to rooms, make welfare calls, encourage feedback throughout their stay
• Offer to handle special arrangements during guest stay; coordinate future visits
• Maintain database of guest preferences, habits, special dates
• Actively participate in training and continuing education related to the Front Desk
• Complete projects in a timely manner as required by the Front Desk Manager, and Supervisors
• Be able to participate proficiently in functions outside ones department when called upon
• Other duties as required or assigned.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Collects and researches data.
• Design - Demonstrates attention to detail.
• Customer Service Adheres to the Hotels Service standards.
• Interpersonal Skills - Focuses on solving conflict, not blaming.
• Oral Communication - Listens and gets clarification; Responds well to questions.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Presents numerical data effectively.
• Teamwork - Contributes to building a positive team spirit.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.
• Quantity - Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.
• Adaptability - Manages competing demands; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Asks for and offers help when needed.
• This performance requires a high level of situational awareness at all times. Working in/around the parking structure requires a high level of situational awareness as the constant movement of vehicles and other factors can present a severe hazard.

Education and/or Experience: High school diploma or general education degree (GED); or minimum of one-year hotel/resort experience; or equivalent combination of education and experience.

Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on- one and small group situations to customers, clients, and other employees of the organization.

Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills Proficient with computer systems such as Opera PMS and POS Systems.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel and reach with hands and arms.

May be required ona continuous basis, to stand at a desk for long periods of time in front of a computer screen; intermittently twist to reach equipment or supplies surrounding desk; perform simple grasping and fine manipulation; use telephone and computer keyboard on a daily basis.

1. The incumbent should be able to stand continuously for periods over 1 hour.
2. Incumbent must be able to communicate clearly. Long hours sometimes may be required. Medium work Exerting up to 50 pounds of force occasionally, and/or 20 pounds of force constantly to lift, carry, push, pull, or otherwise move objects.
3. Continual walking.
4. Must be able to convey information and ideas clearly.
5. Must be able to evaluate and select among alternative courses of action quickly and accurately.
6. Must work well in stressful, high-pressure situations.
7. Must be effective at listening to, understanding, and clarifying the concerns and issues raised by coworkers, guest, and members.
8. Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, and cooperativeness.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate.

Travel: No travel is expected for this position.

Supervisory Responsibilities: This job has no supervisory responsibilities.

Qualifications