Front Desk Agent

Job Title:

Front Desk Attendant

Reports to:  

Front Office Manager, Front Desk Supervisor, Vice President of Operations

Department/Group:

Operations

Effective Date:

October 1, 2024

Location:

On Site

Travel Required:

None

Position Type:

Non-Exempt

On Call:

No

Job Purpose:

The Front Desk Attendant may be required to service guests in a Bellman or Relief Concierge capacity. The Guest Service Agent meets and greets the Guest showing enthusiasm and willingness to make their stay at the resort a memorable one. The Front Desk Agent is expected to ensure that the level of service provided to the guest is highly individualized and that each guest feels that their comfort and convenience are the principal concerns of The Gasparilla Inn & Club.

Job Duties:

• Adheres to the Gasparilla Inn and Club’s 4 Steps to Memorable Service.
• Exhibit’s the Gasparilla Inn’s Core Values.
• Thorough knowledge of property, space, capacities, room rates, special packages and promotions, daily arrivals, departures, room availability and scheduled in-house group activities.
• Maintain complete knowledge and comply with all hotel and departmental policies and procedures.
• Obtain assigned bank and ensure accuracy of contracted monies. Keep bank secure at all times.
• Meet with supervisor to review daily assignments and priorities.
• Access all functions of the computer system according to established procedures and standards.
• Set up workstation with necessary supplies; maintain cleanliness throughout shift.
• Answer department telephone within 3 rings, using correct greeting and telephone etiquette.
• Promote positive guest relations to all individuals approaching the Front Desk.
• Accommodate all requests for information in a congenial manner.
• Process all guest check-ins according to established hotel requirements:
• Set up accurate accounts for each guest checking in according to their requirements, i.e. share-with, separate room/tax/incidentals, comps.
• File registration cards and vouchers in bucket by room number.
• Accommodate room changes expediently.
• Handle guest complaints immediately and ensuring guest satisfaction.
• Document all guest requests, complaints or problems immediately and notify designated department/personnel for resolving the situation. Follow up within 20 minutes to ensure completion and guest satisfaction.
• Take record and relay messages accurately, completely and legibly. Distribute hotel personnel messages to appropriate individuals.
• Accept and record wake-up call requests.
• Issue safe deposit boxes to guests and ensure security of keys.
• Distribute all guest and department mail.
• Monitor, send and distribute guest faxes.
• Document and confirm reservations and cancellations.
• Block rooms in the computer and follow through on designated requirements.
• Pre-register designated guests and prepare key packets.
• Communicate pertinent guest information to designated departments/personnel, i.e. special requests, amenity delivery.
• Generate, print and distribute daily and weekly reports.
• Resolve discrepancies on the room status report with Housekeeping.
• Process all checkouts according to established hotel requirements.
• Legibly document pertinent information in the logbook.
• Perform computer maintenance procedures for Visual One - Agilys systems.
• All other duties as assigned.

Working Conditions and Assignments:

This position does require you to be standing and walking 90% of the time. The position requires bending, twisting, kneeling pushing, pulling, and a high degree of physical exertion while transporting equipment or guest luggage frequently of which will be approximately 60 lbs. This job operates in a high-end hotel. This position will often be assisting guests in outside weather conditions throughout the day. 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 regularly required to talk and hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This position is full time and regularly requires early morning, late night and weekend shifts.

Acknowledgement:

By signing below, I have reviewed and received a copy of this job description. I understand all the items on this job description and I acknowledge that I am responsible for fulfilling the requirements, qualifications and duties of this position.

Employee Printed:

Date:

Employee Signature:

Date:

Qualifications and Requirements:

Required:

• 3 months of guest services experience at a high –end hotel, resort, or private club
• High School Diploma or equivalent.
• Excellent Communication Skills.
• Possess a good command of the English language and the ability to clearly and pleasantly communicate with guests, both in person and by telephone.
• Working Knowledge of Computers

Preferred:

• One year of experience at a luxury hotel.
• Associate Degree in Hospitality Management, Business Administration or related field.
• One year of cashiering experience.