Front Desk Agent

Description

SUMMARY:

Our successful Front Desk Agents assist the Front Desk Manager ensuring the guests of Shore Lodge and Members of Whitetail Club are greeted, catered to and informed of the many room and food and beverage options available. Conveying with enthusiasm and confidence the activities available, this position coordinates with all departments within Shore Lodge and Whitetail Club; Spa, outdoor activities, concierge services, transportation, dining, night audit, security and more. Acting as a Shore Lodge Whitetail Club ambassador, engaging the guest at every opportunity is paramount while conveying a positive and unforgettable lodging experience.

WHAT YOU GET TO DO:

• Provide excellent customer service to guests, Club Members, and fellow associates
• Register guests at Shore Lodge check-in. Assist guests with check in procedures and resort orientation.
• Accommodate special requests whenever possible and facilitate amenity requests.
• Provide information on facilities and services, events and attractions, tours, travel routes, pricing, and transportation schedules.
• Provide area maps, directions, brochures and other materials, accommodate special requests.
• Process accurate reservations from incoming calls.
• Complete daily reports, logs, and eporting as necessary and complete billings at end of guest stays.
• Ensure lobby and desk area are presentable.
• Maintain accurate and complete information regarding the local area, hotel, amenities, directions, etc.
• Process Night Audit reporting and compile a complete packet of the day’s reports, transactions, and receipts.
• Prepare guest folios, keys, and applicable information for next day arrivals.
• Comply with unit cash handling, credit, and check cashing policies and procedures.
• Answer multiple phone lines and direct calls lodge wide as necessary.
• Organize and submit necessary documents for purchases, external reservations, and departmental needs.
• Use multiple computer software programs to process guest stays and schedule activities.
• Assist dissatisfied guests in both understanding the origin of their discontent and also in the mediation of an acceptable solution.

Requirements

WHAT YOU NEED TO BE SUCCESSFUL:

• 6 months of relevant customer engagement experience at a high-end hotel, resort, or private club preferred.
• Ability to deal with problems and situations requiring initiative and good judgment
• Strong Microsoft applications, Outlook, Internet Navigation skills
• Ability to multi-task while being highly organized and detail oriented
• Superior customer service skills required
• Ability to communicate effectively with and receive information from guests and associates
• Previous Hospitality, Front Desk, Reservations and Guest Service Experience preferred
• Lodging software experience a plus