What are the responsibilities and job description for the Front Desk Agent position at Castle Hot Springs?
Position Summary: The Front Desk Agent is a key facilitator of the Resort guest’s experience starting from their arrival onto our property and through to their departure. The focus of the position is to maintain consistent and efficient service for our guests from start to finish and beyond. This position covers the responsibilities of a traditional resort front desk and guest services department.
Responsibilities include:
- The ability to welcome registered resort guests, with an emphasis on fulfilling requests; following special handling instructions, and adhering to established credit policies and procedures.
- The ability to display, at all times, a friendly, courteous, and professional manner in all dealings with resort guests and other Castle Hot Springs employees.
- The ability to familiarize oneself with room and rate availability for current and future dates and quote accordingly.
- The ability to know and recite information regarding all of Castle Hot Springs facilities, hours of operation, key personnel, special events and activities, and functions in the Resort.
- The ability to handle several telephone calls at any given time.
- The ability to offer adequate directions to the Resort from all locations.
- The ability to assist resort guests with concierge requests for on-property adventures & activities and local Arizona attractions.
- Knowledge of key local Arizona areas and attractions.
- The ability to handle guest challenges or concerns in conjunction with Management, keeping the team well informed as to the problem resolution and actions that are being taken.
- The ability to utilize computer systems in running daily reports, posting charges, and applying for credits.
- The ability to speak clearly and professionally via radio, e-mail, and in-person to resort guests and other staff members.
- The ability to handle resort emergency procedures and situations with maturity and professionalism.
Specific job knowledge, skill, and ability:
The individual must possess the following knowledge, skills, and abilities and be able to explain and demonstrate that he/she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.
- Reading, writing, and oral proficiency in the English language.
- Ability to maintain a pleasant disposition and function efficiently in a high-stress/pressure work environment.
- Solid interpersonal skills and a positive attitude are a must.
- Computer experience needed, Opera preferred or other Hotel / Property Management System.
- 1 Year Hotel/resort or customer service front desk experience preferred.
- Ability to stand and/or walk continuously to perform essential job functions.
- Clear, articulate telephone voice and excellent/professional communication skills required
- Ability to listen effectively, speak, and write English clearly.
- Hearing and visual ability to observe and detect signs of emergency situations.
- Familiarity with the surrounding area is a plus.
- Must have a clean driving record to meet Resort insurance requirements.
- Must adhere to practices of occupational safety and health including wearing personal protective equipment when required.
Physical Demands:
- Standing, walking,
- Squatting
- Lifting through full range (50 lbs.)
- Work in temperature extremes of heat, cold, and inclement weather
Appearance Requirements:
- Proper professional attire is required by following appearance guidelines as set forth in the Employee Handbook.
- Appearance must always be neat, clean, and professional.
- Name badge and proper/uniform must be worn at all times.
Benefits:
- Medical Insurance
- Dental Insurance
- Vision Insurance
- Company-Paid Life Insurance
- Company-Paid Long Term Disability
- Direct Deposit
- Flexible Spending Account
- Employee Shuttle
- 401K with Company Match