Hotel Front Desk Agent Shangri-La Resort

Come work at the beautiful world-class, award-winning Shangri-La Resort! The beautiful and inspiring Shangri-La Resort is seeking a Front Desk Agent for this very busy and highly rated destination resort. This iconic resort features amazing food, golf, marina, and a guest experience which is legendary.

When you think of hotel companies and opportunities, there are always some that stand out. That is why you landed at Team Crescent and the Shangri-La Resort. We stand out in the hospitality industry because we believe in our people and our culture.

Engaged, satisfied, and dedicated associates are the key to our success. We deliver comprehensive benefits and innovative programs to inspire personal and professional development. We are a company that embraces and celebrates diversity, equity, and inclusion.

Position Summary:

Under direct supervision of the Hotel Director, responsible for management of hotel desk operations.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

    Includes the following (Other duties may be assigned):

• Answers all incoming calls
• Inform guests of all required information and be prepared to answer questions the guest may pose regarding the resort or local area attractions.
• Quote rates and room availability in accordance with established procedures. 
• Maintains detailed knowledge of resort services and hours of operations.
• Record reservations received verbally or in writing and enter in property management system.
• Provides a friendly and courteous guest/employee contact experience.
• Follow appropriate procedures to process or cancel reservations. 
• Follow established phone etiquette procedures. 
• File, retrieve, and update reservations and related reports.
• May be required to check guest in and out of hotel, settling accounts with established procedures. 
• Perform job duties as required by other department managers, including Human Resources, Sales and Catering and Food and Beverage.
• Perform job duties of Concierge as scheduled (See Concierge job description)
• Performs other job-related duties as assigned.

Minimum Qualifications:

Education and Experience:

High school diploma or equivalent

Related experience is preferred but not required.  Must be 18 years of age or older.  Must be able to pass a background check.

Knowledge, Abilities, Skills, and Certifications:

• Must be able to maintain a professional status through interface with customers.
• Must be able to maintain a professional working relationship with management and co-workers.
• Must be able to work flexible schedules

Physical Demands:

While performing the duties of this job, the employee regularly is required to stand and walk for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl and lift in excess of 25lbs.

Physical stamina and proper mental attitude to work under pressure at a fast pace are essential. Must have the mental fortitude to handle the pressures of multiple tasks while providing excellent guest service.

Work Environment:

The duties of this position are primarily performed in indoor climate conditions.  

Evening, holiday and/or weekend work are required.   Extended hours and irregular shifts may be required.

PERFORMANCE STANDARDS:

Customer Satisfaction: Our customers are what we are about. One of the keys to a positive guest experience is positive interaction with Crescent staff. It is essential that you always remain professional, and that you treat all guests and associates with courtesy and respect, under all circumstances. Every Crescent associate is a guest relations ambassador, every working minute of every day.

 Work Habits: To maintain a positive guest and associate experience, your work habits should always meet and strive to exceed hotel standards for work procedures, dress, grooming, punctuality, and attendance. You should be adaptable to change in your work area and in hotel procedures with a willingness to learn new skills and/or improve existing ones, can solve routine problems that occur on the job and ask for help whenever you are not sure how to do something.

 Safety & Security: The safety and security of our guests and associates is of utmost importance to Crescent. Every Crescent associate should adhere to the hotel security policies and procedures, particularly regarding key controls, lifting heavy objects, using chemicals, and effectively reporting safety hazards and safety concerns.

 NOTE: 

This description excludes non-essential and marginal functions of the position that are incidental to performance of the fundamental job duties.  Furthermore, the specific examples in each section are not intended to be all-inclusive.  Rather, they represent the typical elements and criteria considered necessary to perform the job successfully.  Other job-related duties may be assigned by the associate’s supervisor. 

 Furthermore, this description is subject to change, in the sole discretion of the Company, and in no way creates an employment contract, implied or otherwise; each associate remains, always, an “at will” associate.