FRONT DESK GUEST SERVICE AGENT FT - (The Wilde Resort & Spa)

Description

FRONT DESK AGENT– THE WILDE RESORT $19.50/hourly

About our resort and our company:

Become a part of a team that is recognized as the #1 boutique resort in Sedona and a part of a growing company called Springboard Hospitality. We are centrally located in West Sedona, on 89A at the base of Thunder Mountain. We have a culture that ensures all guides feel welcome, cared for and eager to return, every day. Great benefits and vacation plan. Springboard is a 30-year-old company turned start-up that is making waves in Hospitality!

With over forty hotels and resorts and home offices in Los Angeles and Waikiki, Springboard Hospitality has reinvented itself from a successful thirty-year legacy small-scale hospitality management company. Join us as we launch into our next thirty years (and beyond) as the leader in independent and soft-branded lifestyle hotels.

Be a part of a team that values innovative thinkers from diverse backgrounds to help define a new intersection of bold ideas and problem solvers.

Springboard has undergone a process of identifying five key words that define our essential characteristics. It is our belief that others who also identify with these key words as mirror images of themselves, have untapped potential to help create an innovative hotel management company while being their best selves every day. Those five words are...

 

PERSONALIZED > INDEPENDENT > DYNAMIC > CONNECTED > COLLABORATIVE.

PRIMARY MISSION

Responsible for greeting and registering guests, providing excellent guest service, and settling the guest’s account upon completion of their stay. The Front Desk Agent normally works a regular front desk shift but may be asked and assigned another shift due to work needs.

SCOPE OF WORK TEAM

• Reports to the Front Office Manager/Night Manager and Supervisors
• Supports the front office team, sales team, and guest experience

RESPONSIBILITIES

• Main responsibilities include registering guests, making, and modifying reservations, but may be required to assist with hotel operator and/or concierge duties.
• Possesses knowledge of all hotel features, services, hours of operation, room numbers and types, room layout, decor, room rates, packages/promotions, daily house count and room availability status with expected arrivals and departures, scheduled in-house activities and their locations and times.
• Pre-register, block reservations and make same day reservations, when necessary, cancel room reservation according to cancellation guidelines.
• Process guest check-ins by confirming reservations and reviewing all noted information. Guest(s) without reservations can be sold an agreed upon room type. Register guest in OPERA, generate registration card and verify registrations with guest; obtain information for credit/payment, collect cash if designated; assign guest room; and advise guest of any messages, mail, faxes, etc. received for them.
• Communicate services and amenities of the hotel to guests.
• Maintain guest history files.
• Set up accurate accounts for each guest in accordance with their requirements, i.e. separate room/tax/incidentals, comp.
• Maintain, monitor, and balance room availability for any given day.
• File registration cards and vouchers by room number.
• Handle VIP and upgraded accommodations
• Assist and process overbooked or “walked’ guests.
• Assist and provide room change accommodations.
• Documents all guest requests, complaints, or problems.
• Resolve guest complaints to ensure guest satisfaction.
• Maintain organized and clean work area with necessary supplies.
• Responsible for assigned bank and ensure accuracy of contracted monies; always keep bank secure.
• Meet with FOM/Supervisor daily to review assignments and priorities.
• Communicate with prior shift's Front Desk Agent to review all follow-up items.
• Answer department telephone within 3 rings, correct greeting, and proper etiquette.
• Take and relay messages accurately, completely, and promptly.

 

ENVIRONMENT

Physical Job Requirements

(For essential functions only)

Lifting/Pushing/Pulling/Carrying    up to 50 lbs,  frequently

Moderate for Department Administration i.e., issuing supplies, inventory, receiving supplies, etc.

Bending/Kneeling   throughout shift, moving luggage and packages delivered.   

Moderate for Hotel Inspections i.e., touring property, checking rooms, etc.

Mobility   Walking and standing required.  Use of stairs necessary.

Heavy - movement throughout the hotel

Continuous Standing    Describe the reasons to include time and frequency.

Moderate – assist guests and home department; may assist at the front desk / lobby area.

Climbing    Stairs:  Up to approx.        100 steps 20% of 8-hour shift (time)

Ladders: Up to approx.     very limited    Climbing Required. 

Driving:   X Yes Driving Required.

Work Environment:    Inside:    95 %       Outside:    5 %

Describe any abnormal temperature exposures: NONE.                                                 

Hearing          Critical     X   Moderate         Minimal

Vision       X   Critical         Moderate         Minimal

Speech           Critical     X   Moderate         Minimal

Literacy     X   Critical         Moderate         Minimal

Explain:  One-on-one communication with guests and associates; Constant walk through and check for details, analyze and prepare reports, initiate correspondence, etc.

Chemicals/Agents    Describe any chemicals/agents to include what they are, warnings and frequency of use.

Cleaning chemical agents. Please refer to Housekeeping SDS Manual

Protective Clothing Type: gloves   Approx.: 5% of (time)  

Only when transferring chemicals (i.e.: soap, cleaning chemicals to another container, training an associate.

Equipment Operation    List type of equipment and frequency of use.

Telephone, calculator, copier, computer, printer, vacuum, wet vac, industrial iron, washer/dryer, floor buffer

 

 

Qualifications

EXPERIENCE:

• Prior Experience:
  • 1 Previous Front Desk experience of employment in a related position with this company or other companies in hotels or administration related work.
• IT Expertise:
  • Advanced knowledge of computer software (including Microsoft Office, outlook) and web analytics tools is preferred.
  • Must have basic Excel, PowerPoint, Word; PC knowledge, minimum typing speed of 50wpm, ability to write and communicate professionally, bi-lingual fluency a plus; Must be hospitality oriented and possess the ability to work under pressure. Should possess the ability to complete multiple tasks simultaneously.

• Education:
  • High School diploma or GED required; college degree preferred.
• Subject Expertise:
  • Must be able to sustain composure, remain calm, and possess a positive attitude.
  • Must be energetic and outgoing.
  • Must be service oriented with excellent customer service skills.
  • Must be able to follow directions with focus to detail, speed, and accuracy.
  • Must be a team player with the ability to work under minimal supervision.
  • Must be able to multi-task in a fast-paced work environment.
  • Must possess excellent interpersonal and organizational skills.
  • Must have basic knowledge or arithmetic.
  • Must have the ability to input data and access information on the computer.
  • Must have working knowledge of Microsoft Office and previous experience with a hotel management system; OPERA preferred.
  • Must be able to read, write, and understand the English language.
  • Must be able to exercise confidentiality and discretion.

OTHER EXPECTATIONS:

• Abide by payroll policies, procedures and rules of conduct as stated in the Springboard Hospitality Associate Handbook.
• Demonstrate a working knowledge of all company safety and security procedures.
• Travel required: As needed for hotel familiarization, content creation shoots and to meet with colleagues.
• Hours Required: Must primarily work during Springboard Hospitality business hours, Monday - Friday 8am - 5pm (PST), while understanding that the hotel business functions 24/7 and some weekend or holiday work may occasionally be required.

Benefits:

Springboard Hospitality offers an empowered working environment that encourages collaboration and flexibility. We offer a superior benefits package to employees who work 20 hours/week or more that includes:

Full Time Benefits

• Competitive Base Salary
• PTO
• Medical, Dental, Vision, Life, Pet Insurance
• 401K
• Costco Membership
• Bereavement Leave
• Management Contract Referral Program
• Education Assistance

Additional Per Position

• Employee Rates at all of Springboard Hospitality’s 35 Hotels
• Monthly Cell Phone Stipend
• Dry Cleaning Services
• Hotel Level Executive Bonus Program
• Retention Bonuses
• Lead Share Program
• Associate of the Month/Quarter & Company-wide Associate of the Year Programs
• Associate Referral Bonus Program

Springboard Hospitality Core Values:

• CONNECTED. We are plugged into people, technology and the cutting edge of culture.
• INDEPENDENT. We are free-thinkers who embrace diversity and advocate for innovation.
• COLLABORATIVE. We are collaborative and believe that the best solutions are found by working hand-in-hand.
• PERSONALIZED. We are devoted to authentic human connection, personalizing our approach to the guests and owners that we serve.
• DYNAMIC. We are analytic thought leaders who harness the power of data to maximize return on investment.

OLS Hotels & Resorts LLC dba Springboard Hospitality (Springboard) is an equal opportunity employer. Springboard provides equal employment opportunity for all associates and prohibits discrimination based on race, color, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth, or breastfeeding), gender, religious creed (including religious dress and grooming practices), marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic information and characteristics, sexual orientation, gender identity or expression, military or veteran status, or any other basis protected under federal, state, or local laws. Springboard also provides reasonable accommodations for qualified applicants and employees with disabilities or medical conditions in accordance with applicable laws.

Salary : $20