Front Desk Agent

Job Summary

Must provide and ensure exceptional hospitality experiences are delivered to the guest through performing all desk related functions, which includes but is not limited to, checking guests in and out, providing hotel and area information and coordinating the fulfillment of guest requests.

Essential Functions and Responsibilities:

• Welcome, check-in and direct guests at arrival.
• Review all arrivals for notes, requests, and discrepancies and accommodate accordingly.
• Pre-register and produce key packs, when applicable.
• Handle guest requests and following up to ensure they are completed
• Handle cashier duties and balance one’s bank at conclusion of shift.
• Assist with answering phones, taking reservations, guest’s requests and inquiries.
• Complete shift check list and necessary reports.
• Monitor guests accounts and room inventory.
• Troubleshooting guest issues
• Reviewing and updating the property management system
• Keep work area neat and cleaned at all times.
• Watch for safety hazards and report them immediately to your Department Supervisor.
• Will work and communicate directly with all Rooms departments, and indirectly with others.
• Majority of shift work would be at front desk, some back office work required.
  
  

Nonessential Skills and Experience:

• Assist with Bell stand and Valet duties
• Assist with basic concierge duties
• Performs other duties as assigned by management
  
  

Success Factors / Job Competencies:

• Strong knowledge of SMS Host
• Time management – the ability to organize and manage multiple priorities
• Customer satisfaction orientation
• Excellent interpersonal and communication skills
• Strong team player
• Knowledge of resort and local amenities
• Ability to Multitask and function is a fast paced environment while keeping a calm demeanor
  
  

Qualifications Required:

• Previous guest service experience
• Good communication skills
• Ability to resolve problems.
• Flexible work schedule
• Basic computer skills
• Must read, write and speak the English language fluently
  
  

Qualifications Desired:

• Previous hotel front desk and PMS computer experience.
• Valid driver’s license
• Advanced knowledge of Microsoft Office Suite products
  
  

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Physical demands: While performing the duties of this job, the employee is occasionally required to walk; sit; use hands to finger, handle or feel objects, tools, or controls; reach with hands and arms; balance; stoop; talk or hear. Employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually minimal.
  
  

Employees must fulfill their performance standards for this position and comply with the policies, rules and procedures of Topnotch Resort and Spa, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. The job description is intended to describe the general nature and work responsibilities of the position. This job description and duties of this position are subject to change, modification and addition as deemed necessary by Topnotch Resort. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other hotel/company officials.