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 assists with PBX operations and concierge services.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
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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.
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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.
- Responsible for taking, recording, and cancelling reservations for the resort.
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Answers reservation inquiries and gives details about the resort and current promotions.
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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.
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Complete all items as listed on shift checklists.
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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.
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Completes departure report and follows up with Housekeeping on late check-outs.
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Reviews discrepancy report from Housekeeping; resolves discrepancies.
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Issue guest safety deposit boxes as requested.
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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.
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Communicate services and amenities of the hotel to guests.
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Log all guest service requests and follow through to ensure requests are met.
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Access the hotel property management system (Maestro).
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Complete additional duties as assigned by the Front Office Manager and Director of Owner Relations.
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Support safe work habits and contribute to a safe working environment.
QUALIFICATIONS, SKILLS & ABILITIES:
- Ability to actively attend to, convey, and understand the comments and questions of others.
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Solves problems and/or suggest alternatives to previous arrangements if necessary.
- Ability to organize effectively.
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Ability to multitask effectively.
- Ability to get along well with a variety of personalities and individuals.
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Ability to show consideration for and maintain good relations with others.
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Ability to accept responsibility and account for his/her actions.
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Ability to take care of the customers’ needs while following company procedures in a calm and efficient manner.
EDUCATION AND/OR EXPERIENCE:
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Two years of related hotel/resort industry experience and/or training.
- High school or GED graduate.
LANGUAGE SKILLS:
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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, Navis and Maestro experience a plus.
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Proficient in Outlook and Internet applications.
CERTIFICATES & LICENSES:
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Must provide valid document(s) to work in the US.
- Valid California Driver License.
WORK ENVIRONMENT:
The work environment at Resort ranges from wintertime lows of 30 degrees to summertime 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:
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Specific vision abilities required by this job include close vision.
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Lift 25-50 lbs. (for specific positions)
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Sit, stand, and walk for long periods of time.
- Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.