Front Office Agent

Position Purpose:

Ensure the guest experience is seamless during the arrival and departure process and throughout the stay. Acquaints each guest with room and features.

ESSENTIAL FUNCTIONS

• Completes VIP registration process by inputting and retrieving information from a computer system, confirming pertinent information including number of guests and room rate. Makes appropriate selection of rooms based on guest needs. Codes electronic keys. Non-verbally confirm the room number and rate. 
• Ensures guest knows location of room, and arranges for associate to accompany guest to room. Provides welcome packet containing room keys, tokens of our appreciation, gifts, etc. to guest.
• Work with Leader to ensure rooms and services are correctly accounted for within guest statement. Properly accounts for complimentary services provided by the resort, for the guest. 
• Assists guest with check out payments or charges. Accepts and records vouchers, credit, traveler's checks, and other forms of payment. Converts foreign currency at current posted rates.
• Greets guests immediately with a friendly and sincere welcome. Uses a positive and clear speaking voice, listen to understand requests, responds with appropriate action and provides accurate information such on outlet hours, special VIP programs, events, etc.
• Receives special requests from guests, and forwards requests to appropriate associates for decisions and actions. Establish food safety/sanitation standards in compliance with federal and state regulations. 
• Promptly answers the telephone and web inquiries. Inputs messages into the computer and tells other associates of special guest needs. 
• Retrieves messages and communicates the content to the guest. Retrieves mail, packages and facsimiles or other special items as requested.
• Field guest complaints, conducting through research to develop the most effective solutions and negotiate results. Listens and extends assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc. 
• Remains calm and alert especially during emergency situations and heavy resort activity. Plans and implements detailed steps by using experienced judgment and discretion.

QUALIFICATION STANDARDS

EDUCATION

High school graduate or equivalent required. Four year college degree preferred. 

EXPERIENCE

One to two years of prior guest service experience are preferred. Prior hospitality experience also preferred. Ability to speak multiple languages is desirable. Must be able to work days, nights, holidays, and weekends.