Guest Services Front Desk & Reservations Sales Agent

The Lodge at Woodloch has a philosophy of personal awakening, allowing guests to discover or reunite with stress-relieving outlets that benefit them long after they leave. The common denominator in each life-changing event at The Lodge at Woodloch is YOU. Each department requires different skills and knowledge that come together to make The Lodge at Woodloch an award-winning wellness retreat. Because of the amazing team, and the impact they have on guests, The Lodge at Woodloch has been honored with awards recognizing them within the Top 10 Wellness Resorts in the World time and time again!

We are so lucky to be part of the Woodloch family of resorts. The “Woodloch Way” is a term we use to showcase our dedication to hospitality and to each and every one of our staff (family) members. We’ve created a place where we can work hard, be creative and have our voices heard.

GENERAL PURPOSE OF JOB: The Front Desk & Reservations Agent provides exceptional and caring service to all individuals. While working as a Front Desk Agent, this employee will be responsible for checking guests in and out, responding to requests for services or information, maintaining guest portfolios, maintaining a clean and neat work area, and properly processing front desk finances. While working as a Reservations Sales Agent, this employee is responsible for the making the majority of the hotel’s transient bookings. They convey the initial impression of the hotel to prospective guests and set high standards of hospitality prior to a guest’s visit.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

General Duties & Responsibilities

• Regular and timely attendance for scheduled shifts.
• Possesses a professional appearance and attitude.
• Maintains high standards of hospitality.
• Has a thorough knowledge of room types and rates of rates hotel and spa facilities.
• Is knowledgeable of hours of operation for all hotel facilities.
• Performs all reasonable job requests assigned by management.
• Attends monthly staff meetings.
• Is knowledgeable of and uses safe work practices.
• Is knowledgeable of fire and emergency plans and acts accordingly.
• Maintains cleanliness and neatness of the work area.

Front Desk Agent Duties & Responsibilities

• Greets all guests approaching the hotel and ascertain their needs.
• Checks in guests concentrating on their needs in a polite, efficient manner.
• Handles mail, messages, and phone calls in a professional and efficient manner.
• Assures cleanliness of lobby, accuracy of signage, & alerts proper departments of concerns.
• Updates ALICE & concierge log book with all pertinent information.
• Follows established procedures for guest credit.
• Acts as salesperson for all hotel restaurants and facilities.
• Follows procedures for check acceptance and proper cash handling techniques.
• Understands function of PMS system.
• Satisfies any guest request; meeting or exceeding the Woodloch standards.
• Balances all work at end of shift.
• Is aware of daily activities in the hotel, other Woodloch properties, and the community.

Reservations Sales Agent Duties & Responsibilities

• Responsible for the sale of all room types and spa packages.
• Responsible for up selling the best possible rate for individual rooms at all times.
• Responsible for serving as additional liaison to sales, restaurant, and spa.
• Retrieves and inputs outside reservations.
• Responsible for selling and coordinating transportation.
• Trained on hotel and spa Property Management System (Resort Suite).
• Is cross trained in PBX to answer incoming calls.

ESSENTIAL QUALITIES

• Basic office and accounting skills.
• Available for shift work, weekends, and holidays.
• Friendly, assertive personality.
• Neat appearance, hygiene, and grooming.

SCHEDULE REQUIREMENTS: Must be able to work all shifts and have a flexible schedule.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE: There is no prior experience or training required to perform the essential functions of this job.

LANGUAGE SKILLS: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence.

MATHEMATICAL SKILLS & REASONING ABILITY: Ability to perform operations using units of American money and weight measurement, volume, and distance. Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to; sit, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. They are sometimes required to stand for long hours, walk, climb or balance, stoop, kneel, crouch, or crawl and taste or smell. It is also required that the employee be able to lift, turn, or exert force more than 30 pounds.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working at this job, the employee must deal with a moderate to loud noise level.

Why work in Guest Services?

• World renowned destination spa resort – always makes top lists around the world!
• Managers & Ownership that care & listen
• Reasonable Hours
• Flexibility to switch shifts with other employees
• Close-knit team
• Supportive coworkers & management staff
• In-depth training
• Versatility in shifts (ex. one day desk, one day phones)
• PTO offered after 90 days
• Health Benefits, 401K available with 25% match and more!
• Clean, Safe Environment
• Use of cardio weight studio
• Quarterly spa pass
• Access to WLP Family Resort
• WL Employee Discount Card
• Grooming Policy that allows your individuality to shine
• Part of an organization that cares and gives back to the community including sustaining our natural surroundings; supporting those who have served in the armed forces & cancer research and patient care – just to name a few!
• Annual Meetings & Gatherings with co-workers & teambuilding events
• Advancement Opportunities
• Cross-training available
• Great networking and connectivity with guests and other staff
• Monthly employee motivation rewards & events by department

Culture:

• Woodloch takes pride in having exceptional staff with a great work culture in a beautiful setting (lake side!)
• We promote teamwork and cooperation
• We celebrate our staff with appreciation/holiday parties

Benefits:

• Comprehensive dental, vision and health insurance
• Life and pet insurance
• Pension plans and 529 plans
• Complimentary birthday dollars
• Free use of many facilities, sports complex discounts, wellness programs
• Dozens of local employee retail discounts