Front Desk Agent

Job Description

Job Description

Position Purpose & Summary

The front desk agent will assist guests and members with all queries via email and phone, guest arrivals and departures; make reservations, cancellations and answer questions on rates, hotel facilities, and services with efficiency and professionalism.

Essential Functions :

• Conduct all check in and checkout procedures for the hotel according to hotel standards
• Have knowledge of Property management system, Jonas, Jonas Activity management, Kipsu, Sertifi, and Resqueue.
• Have knowledge of entire Reservation procedure according to property procedures.
• Handle incoming calls to the property and answer calls promptly by the third ring and in a courteous manner.
• Makes pre arrival calls and mid stay check in calls daily.
• Performs all accounting duties including posting charges, account settlements, and shift closing.
• Maintains accurate daily event information. Maintains daily posting of event sheet.
• Communicates member and guest questions and requests to appropriate departments and tracks requests.
• Knowledgeable in hotel and guest room facilities / services.
• Knowledgeable in hotel room rates and selling strategies.
• Have awareness of the credit policy of the resort, how to credit and bill reservations and how to explain hotel bills and charges.
• Process all transmissions of reservations, changes and cancellations from all sources, telephone, mail, in person, etc.
• Adds alerts and comments to reservation that are necessary to ensure all guest needs are met.
• Blocks Cottage and Casita reservations to assure maximum opportunity to sell three-bedroom units.
• Assists in taking reservations for hotel outlets and services.
• Is detail oriented to ensure that all relevant information is notated, and all tasks are complete and communicates as needed with colleagues and other departments
• Is calm under pressure and uses self-control in challenging situations.
• Conducts service recovery as needed to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs.
• Review arrival report daily.
• Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicates to guests and members.
• Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.

Additional Duties and Responsibilities :

Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.

Marginal Functions :

Position Requirements :

Minimum Knowledge & Skills :

Formal Education and Job-Related Experience :

License, Registration, and / or Certification Required :

External and Internal Personal Contact :

Communications :

Additional Licenses and / or Certifications Required :

YES

NO

Valid Driver's License

CPR Certification

Food Protection Manager Certification

Food Handler Certification

Alcohol Server / Seller Certification

Position Analysis / Specifications :

N / A

(Not Applicable)

OCCASIONAL

FREQUENTLY

Sitting

Standing

Walking

Bending Over

Crawling

Reaching

Crouching

Kneeling

Balancing

Pushing / Pulling

Lifting / Carrying : 10 lbs. or less

11 to 25 lbs.

26 to 50 lbs.

51 to 70 lbs.

Manual Dexterity

Fine Motor Skills

Gross Motor Skills

Eye / Hand Coordination

Near Vision

Far Vision

Color Recognition

Hearing

Environmental Factors :

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

YES

NO

Working Outside

Working Inside

Working Alone

Working Closely with Others

Excessive Cold / Heat

Excessive Humidity / Dampness

Noise / Vibrations

Working Above Ground

Working Below Ground

Working with Chemicals / Detergents / Cleaners

Working Around Fumes / Smoke / Gas

Walking on Uneven Surfaces

Operating Motorized Equipment or Vehicles

Working Around / Near Machinery / Motorized Equipment

Climbing on Scaffolds or Ladders

Continuous use with a Computer and Keyboard

Leader Signature : Date :

A commitment to service excellence has permitted our company to be recognized for delivering extraordinary guest and member experiences. Success and growth in the future are dependent upon our ability to take Garden of the Gods Resort and Club (GGRC) to the next level. For this reason, our most important continuing objective is to provide unparalleled service and hospitality from the heart.

The collective strength of the GGRC team is derived from the individual effort and dedication of every team member. The full use of your knowledge, experience, ability, and energy is important to our success as we work together for excellence.

To be successful, your individual initiative, passion and commitment as well as thoughtful participation as a member of different teams in which you work is required. Individual effort in the performance of your own duties, and positive and productive interactions with others, both internal and external to the company, are crucial.

In addition, we value and encourage your creativity, your continuous improvement and personal development, and your feedback on operations and how they may be improved.

Team Member Signature :

Date :

The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members .

Job Posted by ApplicantPro