Front Desk Agent

Summary: Provide a positive first and last impression to guests as they arrive and leave the hotel. Help guest with issues that may arise during their stay, i.e. room accommodations, charges on the bill. When servicing guests, the Front Desk Agent is responsible for being professional, friendly and helpful using the “Rules of Hospitality” of eye contact, a smile, speak first, engage in polite conversation and use the guest’s surname.

Essential Duties and Responsibilities: Include the following. Other duties may be assigned.

• Greet all guests upon arrival with a warm welcome.
• Assist guests with check in, obtaining all the required information and establishing a form of payment and assign the correct type of room type booked by the guest while also accommodating any special requests.
• Be able to rectify problems with guest or co-workers in a diplomatic and timely manner.
• Give the guest undivided attention while handling information/requests.
• Promote all hotel functions and facilities.
• Assist guest to understand their folios upon check out and rectify any billing issues presented.
• Be able to operate Agilysys & SpaSoft software and perform a variety of tasks pertaining to future, current and historical guest reservations.
• Be able to make guest reservations for Hotel, Spa, Golf and Dining.
• Actively engage guests at all times, greet all guests in passing
• Ensure all guest requests are logged, dispatched and followed up to ensure satisfaction upon completion.
• Be able to respond properly to irritated or angry guests, ensure all concerns are resolved to satisfaction.
• Cash handling experience is an asset.
• Deposit all monies taken in during your shift according to the procedures.
• Possess knowledge of the community and area in which the hotel is located to assist guests with information on special events (sporting, theatre, movies, entertainment and restaurants).
• Be able to lead the guest in the right direction, i.e. pro-shop, ballrooms, restaurants, health & racquet, spa.
• Be able to maintain enough supplies at the desk for the day’s use.
• Must be able to work a flexible schedule including day/night shifts, weekends and holidays
• Submit all lost and found articles accompanied by a Lost and Found report.
• Be able to communicate with other departments to collaborate resolutions to issues presented.
• Be able to answer the phone according to the procedures.
• Prevent entrance of unauthorized or undesirable persons or give out information to strangers about other guest.
• Be able to precisely adhere to and execute all Front Office SOPs, as directly by Leadership.
• Provide other assistance to guests as necessary to ensure the highest quality of service.
• Must be able to work a flexible schedule including day/night shifts, weekends and holidays

PBX Skills:

• Familiar with property, departments, hours of operation, and services & daily events of the resort.
• Answer phone calls within 3 rings using proper greeting and etiquette.
• Follow up with guests to ensure their requests or problems have been met to their satisfaction.
• Understand and carry out specific duties for: fire alarms, bomb threats, and medical emergencies.
• Ability to make long distance, international, or special billing telephone calls.
• Monitor/respond to guest written requests via email / Zingle messaging service.
• Answer basic Front Office related questions.
• Properly send, receive, and log faxes in a timely manner.
• Properly accept, log, and maintain guest mail in an organized manner.
• Report, log, and follow-up on telephone equipment malfunctions.
• Confirm, log, and deliver wake-up calls
• Use and explain the use of TDD equipment for hearing impaired.
• Assist team in completing daily responsibilities.

Education and Experience: Previous guest service experience, High school diploma or equivalent, 2 years of college preferred.

Reasoning Ability: Ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form. Before making the decision, know what is at stake and know the consequences.

Other Skills and Abilities: Ability to communicate and work well with fellow employees and maintain a presentable appearance, behavior and manner at all times.

Physical Demands: While performing the duties of this job, the employee is regularly required to stand, sit, walk, bend and use hands to finger, handle or feel objects, tools or controls. The employee is frequently required to talk or listen. The employee frequently is required to use hands to grab, move, lift, or feel objects, and use telephone, computer, and copier machine.