The Front Desk Agent is responsible for maintaining the Brand Standards of Guest Service during check in and check out. This position will follow all front desk procedures to ensure a professional and genuine guest experience. This person will possess outstanding customer service, interpersonal and presentation skills in order to assist and resolve guest issues and complaints.
- Welcomes guests in a warm, friendly, prompt, and professional manner
- Register guests, issue room keys, provide information, process payment for stay, and close out guest accounts at time of check out
- Up-sell rooms when possible to maximize lodging revenue
- Utilize all guest notes to provide preferences on accommodations and services
- Follow proper cash handling procedures outlined in the bank contract and training manual
- Distribute mail/messages/faxes to guests and employees and handle shipping arrangements for guest packages
- Assist at other front desks, internal and external departments as necessary
- Handle confidential and guest information with the highest degree of integrity
- Ensure the area is maintained in an organized manner and kept cleaned every shift. (i.e. entrance, lobby, front desk, back office, storage closets)
- Complete all administrative paperwork in a timely and accurate manner
- At the discretion of the Front Desk Manager, Assistant Front Desk Manager and Front Desk Lead, help train new team members
- Responsible for ensuring that all resort guests have the highest quality guest service experience possible by adhering to the brand standards while maintaining a profitable department.
- Utilize all guest profiles to personalize the guest experience and provide preferences on accomodations and services
- Answer the phone according to brand and resort standards
- Exhibits excellent hospitality guest service skills and demonstrates a strong attention to detail and follow up
- Performs all duties required of the front desk staff and capable of assisting other property management and hotel staff, as necessary, to include filling in other roles such as; concierge, greeter, PBX, Guest Service Agent and any other assistance when called upon
- Exhibits a professional demeanor through appearance and by maintaining a positive attitude toward all employees, managers and guests
- Anticipate guest' needs, respond promptly and acknowledge all guests
- Develops a strong working relationship with co-workers and managers throughout the property to ensure communication and teamwork are at optimum levels
- Notifies manager or lead if any equipment is broken or supplies are running low
- Practices safe work habits in all types of duties and with all equipment
- Ensure the department leads the charge in regard to recycling efforts and environmental initiative.
- Complies with all Resort policies, procedures and standards of operation
