Front Desk Agent

Position Overview:

Responsible for providing excellent, memorable guest service to all guests while maintaining outstanding professionalism that reflects the Company’s commitment to creating memories for its guests, staff and shareholders.   The incumbent is a service ambassador for the property and organization and is expected to deliver service accordingly.   The goal of this position is to have someone at the Front Desk who is able to reach beyond the desk to help guests get settled in to their accommodations.   

Career Pathing:

This role could expand into a supervisory role when illustrating prowess in current assignments.  With its exposure to so many other aspects of the resort, it could lead to other positions of interest.  Individual career growth depends on the individual to ensure that they are exceeding expectations and seeking guidance/training when offered. 

Duties & Responsibilities: 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Responsible for selling services and amenities
• Check in and check out guests
• Making lodging and room reservations 
• Being visible/available
• Answer phones both at Front Desk and concierge line in our Reservations Call Center
• Manage phone activity including providing general knowledge to callers.
• Answer inquiries regarding company services and registration by letter, by telephone and in person. 
• Responds to guest inquiries as needed
• Manage walk-in traffic. Smile and greet guests in a welcoming manner.
• Register and assign rooms to guests.
• Provide registered guests information about services available at Grand View Lodge and points of interest around town and surrounding areas.
• Verify that the correct charges and credits are posted to the corresponding guest folio.
• Collect payment for charges on the guest folio.
• Resolve guest complaints within scope of authority; otherwise refer the matter to the management.
• Always follow security and safety standards. 
• Maintain and ensure front desk and lobby area are neat, organized and appealing and presentable to guests. 
• Ensure all cash and cash equivalents are accounted for and balanced at the beginning and end of each work shift.
• Other duties may be assigned

Job Requirements:

• Strong listener and communication
• Multi-tasking skills, and ability to share focus on many tasks/initiatives simultaneously
• Self-starter, innovator, results-driven with ability to meet both short- and long-term business goals
• Ability to manage time well, meet imposed deadlines and ability to work flexible hours
• Proven problem-solving skills with ability to maintain composure in stressful situations.
• The position may also require the ability to lift over 80 pounds occasionally.
• This position requires the ability to stand, and walk, 4 to 5 hours at a time, climb stairs, reach, and bend.
• High degree of professional and personal integrity 
• Excel & word knowledge a plus
• Strong computer skills a huge plus

Education & Experience 

• High school diploma or GED 
• Two years guest service experience preferably in the hospitality industry.  
• Two years cash handling experience preferred.