Front Desk Agent

Responsibilities for the position include, but are not limited to the following:

• Check in and out Resort guests in a timely and professional fashion.
• Process all payments according to established procedures. (Posting Activities fees, package fees, etc.)
• Welcome guests in a friendly, prompt, and professional manner. 
• Register guests, issue room keys, and provide information on the resort amenities and activities. 
• Promptly and courteously answer phones
• Up-sell rooms when possible, to maximize hotel occupancy
• Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing deposit and other reports, preparing deposits, and counting/securing assigned bank. 
• Communicate any outstanding guest requests or issues to appropriate departments (i.e.: management, maintenance, housekeeping departments) that may require additional monitoring or follow-up.
• Respond appropriately to guest complaints
• Make appropriate service recovery gestures in order to ensure complete guest satisfaction. 
• Book/create guest reservations for individuals that are requested from within the Resort
• Effectively and efficiently communicate any cancellations or changes with the Reservations department. 
• Ensure all the guest’s personal information address, email, and phone) is updated in the system prior to printing the registration form.
• Ensure all guest packages are logged appropriately with First & Last Name, tracking number, house number, and cost of package.
• Verify name on package with proper ID before providing packages. Ensure guest signs & dates all packages received.
• Ensure all mail is filed correctly.
• Utilize your e-mail to communicate with other departments or when management is not available for any follow-ups.
• Place Notes in the reservations systems for any potential guest complaints. (under “reception” tab.
• Ensure that front desk reception desk is clean, tidy and stocked for the next attendant.
• Perform other duties assigned by manager. 

Requirements:

• High School degree or equivalent
• An ability to think logically and solve problems with a proven track record of prioritizing and organizing their time
• Flexible with regards to assigned tasks and able to work under own initiative as well as part of a team
• Knowing how to work under pressure to meet company’s deadlines
• Good communication skills both written and verbally
• Hard working with a professional attitude
• Must be computer literate
• Must have knowledge and background in hospitality
• Must have a reliable source of transportation
• Bi-lingual candidates will be given preference. 
• Must have a minimum of 1-year Front Desk/ Guest Services experience at a hotel or resort.
• A flexible schedule is required.