Job Description

Guest Services Associate/Front Desk Agent

The Guest Services Associate/Front Desk Agent is responsible for welcoming guests, managing online and telephone reservations, verifying and processing guest payments. This role is expected to be attentive to our guests' needs and to make them feel welcome, comfortable, important, and relaxed. The Guest Services Associate/Front Desk Agent will provide guests with general information about the hotel and surrounding areas.

Qualifications

• High school diploma/GED required.
• Front desk experience in the hospitality industry preferred.
• Familiarity with hospitality software a plus
• Must be able to work a flexible schedule to include early morning and late-night shifts, including weekends.
• Must be able to be on their feet and move around (stand or walk for an extended time) and take a hands-on approach to work (move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance).

Key Skills

• Excellent customer service skills.
• Ability to speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Excellent attention to detail.
• Strong organizational and time management skills.
• Effective and efficient at multi-tasking in pressure situations.

Core Responsibilities

• Check guests in and out efficiently and in a welcoming manner. Issue room keys, and direct guests to rooms and amenities.
• Be knowledgeable of all resort activities, events, restaurants, transportation, the town and surrounding areas.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities and selling strategies.
• Handle guest special requests, block rooms and monitor room availability.
• Promptly and effectively work with guests' requests, and complaints.
• Post guests' charges and compute all guest bills. Collect payments for hotel guests following all cash handling procedures as required by the resort.
• Take reservation requests quickly and efficiently.
• Answer resort telephone line in accordance with standards of proper telephone etiquette.
• Communicate and collaborate across resort departments to ensure prompt response to guests' needs.
• Report any accidents or injuries to senior management staff immediately.

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