Front Desk Agent

Seeking a highly skilled and effective Front Desk Agent to join our team!  

The position requires a great understanding of hospitality and what is required to exceed our guest’s expectations while having strong leadership skills. Greets guests in the lobby and provides a variety of types of assistance to guests during their stays.  

Responsibilities Include:    

• Check-in and check-out all guests in a timely manner to ensure guest satisfaction. Handle cashier duties including credit cards, cash, traveler’s checks and deposit boxes. Greets and assists guests with directions to their room or conference.  
• Entertains questions from guests and responds with appropriate and accurate information on topics such as outlet hours, local attractions, directions to events, etc.  
• Fields guest complaints, conducting thorough research to develop the most effective solutions and negotiates results. Listens and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.  
• Maintains appearance of resort lobby, removes trash, organizes furniture, etc.  
• Remains calm and alert, especially during emergency and / or heavy resort activity, and resolves complications such as location changes or credit issues.  
• Operates facsimile machine to send, receive, and log incoming transmissions. Notifies guests of incoming faxes using the message function of the computer.  
• Uses the photocopier to make copies of items as required.  
• Follow all check-in and check-out procedures according to the manager.  
• Post all necessary charges to guest folios, for example: laundry, valet and gift shop.  
• Sign the front desk “Empowerment Form” ensuring complete guest satisfaction.  
• Other duties as assigned by the supervisor such as assisting PBX operators or reservations agents.  
• Attend meetings such as Focus Forum and all roll call meetings.    

Requirements:    

• Ability to effectively deal with internal and external customers, some of whom will require high levels of patience, tact and diplomacy to defuse anger, collect accurate information and resolve conflicts.  
• Ability to stand and move throughout lobby and continuously perform essential job functions.  
• Ability to read, listen and communicate effectively in English, both verbally and in writing.  
• Hearing and visual ability to observe and detect signs of emergency situations.    

Position will be required to work a varied schedule that may include evenings/nights, weekends and holidays.  

High School graduate or equivalent preferred. Previous guest service experience preferred. Interested applicants, please submit your resume.