Front Desk Agent

Summary: Responsible for providing the highest level of guest service to all guests in the resort.

Duties and Responsibilities: include the following. Other duties may be assigned.

Greets and assists all guests during arrival and departure.

Provides courteous guest service by responding promptly and efficiently to inquiries, requests and complaints.

Coordinates the delivery of guest services by other departments and outside vendors.

Assists with all guest inquiries to try to satisfy request in a timely, positive manner.

Processes all reservations and cancellation requests in a timely manner by email, telephone, fax or in person.

Maximizes room revenue and occupancy levels through suggestive selling techniques.

May handle the departments accounting system of money, receipts, guest accounts, and other forms of credit. Balances shift cash-up and accounts.

Maintains information and communication sources such as room inventory, telephone information, log book, and hotel directories; operates reservation system to handle customer inquiries, wakeup calls and the proper communication to guests.

Maintains order and cleanliness of front desk and back office to present a pleasant and professional image to guests.

Perform clerical duties to include handling incoming and outgoing mail, email faxing, photocopying, and bookkeeping as needed both internally and assisting the guest.

The Guest Services Representative works closely with the housekeeping department to ensure a smooth transition for the guest for both check-in and check-out and any special needs or requests.

Provides assistance to other departments of the resort to contribute to its smooth operation. Assists with Gift Shop and Valet as needed.

Follows established safety procedures. Complies with all resort policies and procedures.

Attends departmental and all employee meetings as required.

Department: Hospitality

Employment Status: Part Time

Location: Hope Lake Lodge