Front Office Agent

Job Overview
The Guest Services team member holds a critical position in the overall success of Chico Hot Springs. They are the first and last people guests interact with when checking in and out of our hotel. Guest Services must offer courteous service and ensure that all of the guest’s needs are handled properly. Attention to detail is absolutely required. This person must also be a team-player, deeply service oriented and able to work under pressure.

Job Functions

• Understands and upholds Chico’s Mission, Employment Guidelines, Policies, Procedures, and Standards of Conduct.
• Understands and promotes Chico culture by engaging all others with a positive, enthusiastic attitude at all times. 
• Follows department training on all duties and tasks. 
• Answers telephone calls from guests seeking to make or cancel reservations. 
• Greets arriving guests, assigns rooms, issues keys, collects guest payment and billing information. 
• Answers guest requests for any special needs while in house. 
• Assists dissatisfied guests, and finds ways to resolve issues to the guest’s satisfaction. 
• Assist guests with concierge services, as available, to include ground transportation, restaurant reservations, information about the property and locale. 
• Is responsible for accurate accounting of cash drawers and other accounting processes. 
• Is responsible for daily opening and closing procedures. 
• Is responsible for following protocol for call-in and/or covering shifts. 
• Is responsible for providing Great Service to guests and team members.  
• Maintains the highest level of cleanliness in dining area and FOH work areas. 
• Accepts direction from supervisors, works cooperatively with others, and helps maintain a professional and friendly work environment. 
• Participates in weekly department huddles. 
• Is expected to be self-motivated and work well independently and within a team. 
• Is responsible for adhering to departmental dress code and personal hygiene standards. 
• Participates in Chico’s Passport program. Attends necessary classes and completes Passports in the prescribed time frame. 
• Is responsible for maintaining cleanliness and organization in departmental work area.
• Other duties as assigned.

Position Requirements

• Has excellent verbal and written communication skills.
• First Aid/CPR certified
• Has core Customer Service skills and training.
• Has knowledge of RoomMaster
• Has complete knowledge of Chico Hot Springs history and property.
• Has ability to multi-task and work with high detail.
• Has basic computer/typing skills.
• Able to reach, bend, and stoop. 
• Able to lift or carry 5 lbs. to 20 lbs. 
• Able to work with full use of both hands. 
• Able to stand and walk for long periods of time. 
• Able to sit for long periods of time. 
• Ability to work weekends, evenings, holidays and long hours if necessary.