What are the responsibilities and job description for the Lodging Agent position at Burke Mountain Resort?
SUMMARY The Front Desk Agents assist in serving our guests to provide them with everything possible to achieve comfort while away from home. Front Desk Agents have keen intuition that anticipates a guest's needs and exceeds a guest's expectations. These associates possess excellent communication skills with colleagues and management as well as guests, the ability to prioritize and balance simultaneous tasks, collaborate with several resort departments to show enthusiasm for customer service-oriented problem solving, and actively seek to enhance each guest's individualized resort experience.
ESSENTIAL DUTIES & RESPONSIBILITIES (include the following, other duties may be assigned)
- Register guests upon arrival, making them feel welcome while informing of all resort amenities and features.
- Assists in preregistration, blocking of rooms for reservations for groups and individuals.
- Thoroughly understand and adheres to proper credit, checkcashing, and cash handling policies and procedures.
- Knows room locations, types of rooms available, and room rates.
- Coordinates room status updates with the housekeeping department by notification housekeeping of all check outs, late checkouts, early checkins, special requests, and day use rooms.
- Processing reservation requests over the phone as well as in person for sameday or future stays. Takes same day reservations and future reservations when necessary, and knowing cancellation procedures. Seeks to maintain highest available rates using suggestive selling and up sell techniques.
- Process guest checkouts by ensuring excellence of guest's overall resort experience
- Performing cashier related functions like posting charges to guest accounts, charging from Bear Essentials to rooms and retail operations of BE.
- Uses proper telephone etiquette.
- Uses proper mail, package, and message handling procedures.
- Reads all email and Teams communication daily. Actively seeks information about daily and monthly activities and meetings taking place in hotel.
- Participates in mandatory department and resort meetings and trainings.
- Reports any unusual occurrences or requests to Front Office Manager and Lodging Director.
- Knows all safety and emergency procedures and accident prevention policies. Continually seeks to improve awareness of policies and procedures by reading SOP's and asking for training when needed.
- Maintains the cleanliness and organization of the front desk area.
- Knowledge of all components of resort with respect to different seasons, passes, tickets, vouchers and promotions. Is well versed in the website.
- Other duties as assigned, which could be directly related or unrelated to the original position.
About Burke Mountain Resort
We depend on our employees to create great experiences for our guests. That's why we work to create an environment that is focused on integrity, excellence, and exceptional service. We are growing and offer exceptional opportunities for skilled employees who are dedicated to the best service and teamwork.