What are the responsibilities and job description for the Guest Services Agent (Front Desk) position at Boars Head Resort?
Description:
As a Guest Services Agent, your primary responsibility is to warmly greet, register, and check out guests while providing exceptional service throughout their stay. You will adhere to the Forbes Travel Guide Standards and AAA 4 Diamond Service Expectations to ensure guest satisfaction and loyalty.
Essential job duties include:
- Guest Interaction: Courteously greet and check in/out guests, following the Forbes Travel Guide Standards and AAA 4 Diamond Service Expectations while honoring all reasonable requests.
- Reservation Management: Reconfirm all necessary information related to reservations, including accommodation types, length of stay, and number of guests in the party.
- Product Knowledge: Maintain a comprehensive understanding of The Boar's Head Resort accommodations, locations, policies, and procedures to provide accurate information to guests.
- Sales Maximization: Encourage revenue generation by promoting gift certificates[SM1] and room upsells.
- Cash Management: Hold full accountability for Front Desk cash circulation, ensuring accurate transactions and proper handling of cash.
- Technology Proficiency: Demonstrate proficiency with the Property Management Systems (PMS) to facilitate guest check-ins, check-outs, and communication.
- VIP Awareness: Stay informed about all in-house VIPs and special groups to provide personalized service and enhance guest experiences.
- First Impressions: Create a favorable first and last impression for each guest, fostering an environment that encourages repeat visits.
- Charge Posting: Ensure all charges are posted accurately before the end of the shift to maintain account integrity.
- Front Office Maintenance: Keep the front office area clean, organized, and welcoming for guests.
- Additional Duties: Assist with Concierge, Business Center, and PBX duties when needed, supporting overall resort operations.
- At least 2 years' previous experience delivering high-quality guest service.
- Knowledge of Microsoft Office applications.
- Ability to work in a fast-paced, stressful environment.
- Ability to work early morning, evening, weekend and holiday shifts.
- Ability to stand for duration of scheduled shift.
- Excellent communication skills, both oral and written.
- Ability to work extended hours on an at-needed basis
