Front Desk Agent

SUMMARY: Front Desk Agent is responsible for providing excellent guest service and duties during guest check-in and check-out. The Front Desk Agent also takes hotel reservations and provides assistance with PBX operations and concierge services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Greet guests in a friendly manner and follow check in procedures.
• Take payments and post accurately to guest accounts.
• Follow set polices regarding cash handling.
• Communicate with other departments in a friendly and professional manner.
• Be aware of local attractions and restaurants and make recommendations to guests.
• Handle incoming telephone calls and other guest communication in a discreet fashion.
• Accurately communicate with other shifts regarding issues arising from day to day operations.
• Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
• Complete all items as listed on shift checklists.
• Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
• Completes departure report and follows up with the Housekeeping department on late check-outs.
• Reviews discrepancy report from Housekeeping; resolves discrepancies.
• Issue guest safety deposit boxes as requested.
• Maintain complete knowledge at all times of: all hotel features/services, hours of operation, all room types, numbers, layout, décor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities.
• Communicate services and amenities of the hotel to guests.
• Assist with Concierge services.
• Log all guest service requests and follow through to ensure requests are met.
• Access the hotel property management system (Maestro).
• Complete additional duties as assigned by the Front Office Manager.
• Coordinate with other departments to insure quality guest satisfaction.
• Support safe work habits and contribute to a safe working environment at all times.
• Follow directions, get along with co-workers and supervisors, treat co-workers, supervisors and guests with respect and courtesy, contributes to a positive and rewarding team environment and refrains from abusive, insubordinate and/or violent behavior.
• Perform other related duties as requested by the supervisor.

QUALIFICATIONS, SKILLS & ABILITIES:

• Ability to actively attend to, convey, and understand the comments and questions of others.

• Solves problems and/or suggest alternatives to previous arrangements if necessary.
• Ability to organize effectively.
• Ability to multi task effectively.
• Ability to get along well with a variety of personalities and individuals.
• Ability to show consideration for and maintain good relations with others.
• Ability to accept responsibility and account for his/her actions.
• Ability to take care of the customers’ needs while following company procedures in a calm and efficient manner.

EDUCATION AND/OR EXPERIENCE:

• Two year’s related hotel/resort industry experience and/or training.
• High school or GED graduate. 

LANGUAGE SKILLS:  

• Ability to read, comprehend and provide instructions, both written and verbal.
• Ability to effectively present information to individuals and all sizes of groups (i.e. clients, customers,       guests, associates, managers etc.). 

COMPUTER SKILLS (FOR ADMINISTRATION OR MANAGEMENT POSITIONS):

• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, Outlook, PowerPoint and Maestro experience a plus.
• Proficient in Outlook and Internet applications.

CERTIFICATES & LICENSES:

• Must provide valid document(s) to work in the US.
• Valid California Driver License is required (for specific positions).

WORK ENVIRONMENT:
The work environment at Resort ranges from winter time lows of 30 degrees to summer time highs to 80 degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee must be able to:

• Use hands to finger, handle, or feel; and talk or hear. 
• Specific vision abilities required by this job include close vision.
• Lift 25-50 lbs. (for specific positions)
• Sit, stand and walk for long periods of time.

Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.

QUALIFICATIONS, SKILLS & ABILITIES:

• Ability to actively attend to, convey, and understand the comments and questions of others.

• Solves problems and/or suggest alternatives to previous arrangements if necessary.
• Ability to organize effectively.
• Ability to multi task effectively.
• Ability to get along well with a variety of personalities and individuals.
• Ability to show consideration for and maintain good relations with others.
• Ability to accept responsibility and account for his/her actions.
• Ability to take care of the customers’ needs while following company procedures in a calm and efficient manner.

EDUCATION AND/OR EXPERIENCE:

• Two year’s related hotel/resort industry experience and/or training.
• High school or GED graduate. 

LANGUAGE SKILLS:  

• Ability to read, comprehend and provide instructions, both written and verbal.
• Ability to effectively present information to individuals and all sizes of groups (i.e. clients, customers,       guests, associates, managers etc.). 

COMPUTER SKILLS (FOR ADMINISTRATION OR MANAGEMENT POSITIONS):

• Must possess computer skills, including, but not limited to, Microsoft Word, Excel, Outlook, PowerPoint and Maestro experience a plus.
• Proficient in Outlook and Internet applications.

CERTIFICATES & LICENSES:

• Must provide valid document(s) to work in the US.
• Valid California Driver License is required (for specific positions).

WORK ENVIRONMENT:
The work environment at Resort ranges from winter time lows of 30 degrees to summer time highs to 80 degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee must be able to:

• Use hands to finger, handle, or feel; and talk or hear. 
• Specific vision abilities required by this job include close vision.
• Lift 25-50 lbs. (for specific positions)
• Sit, stand and walk for long periods of time.
• Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.

Salary : $18 - $20