Front Desk Agent

A Guest Service Agent is responsible for greeting visitors of the Spa, checking guest in & out and ensuring that the guests’ stay is personable and enjoyable as part of the spa’s continued efforts to deliver outstanding guest service and financial profitability.

ESSENTIAL DUTIES:

• Greet guests and perform check-in process to include, but not limited to, inputting and retrieving information from the computer, confirmation of guest information, coding electronic keys, promoting marketing programs, ensuring guest knows location.
• Assist guests with check-out including, but not limited to, ensuring rooms and services are correctly accounted.
• Demonstrate a thorough knowledge of Spa’s information including, but not limited to, product knowledge and answer guest questions and inquiries.
• Respond to guest inquiries and requests and resolve issues in a timely, friendly and efficient manner.
• Field guest complaints and assist in a resolution for complete guest satisfaction.
• Review occupancy, daily arrivals & departures and identify potential problems with rooms’ activity and take appropriate action.
• Maintain a professional working relationship and promote open lines of communication with managers, employees and other departments.
• Be compliant and understand We Care Spa policies and house rules. 
• Ensure sign off of all Service Standards by Position for Guest Services staff.
• Ensure logging and delivery of all messages, packages, and mail in a timely and professional manner.
• Maintain communication with other Spa departments as it pertains to guest services.
• Operate radios efficiently and professionally in communicating with Spa staff.  Ensure the proper use of radio etiquette within the department.
• Ensure correct and accurate cash handling at the Front Desk.
• Ensure that employees are, at all times, attentive, friendly, helpful and courteous to all guests, managers and other employees.
• Complete and send out We Care Spa Report when needed and ensure agents are completing daily checklists. 
• Keep front desk completely stocked operational materials beginning and end of shift.
• Ensure required pars of all front office and stationary supplies.

ESSENTIAL JOB QUALIFICATIONS & COMPENTENCIES:

Proven success in the following job competencies:

• Honesty; has honest, direct, and factual communication and actions with internal and external customers.
• Collaboration; proactive in building supporting, nurturing, and service-oriented relationships with employees; works collaboratively to resolve problems and enhance productivity; Remains open to others' ideas and tries new things.
• Humble; conducts self and treats all employees with respect; without arrogance, degradation, or coercion; treats all employees with equal regardless of position/status.
• Innovation; constantly searches for best practices in technology, services, and procedures. Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas.
• Flexible; considers others point of view to find the best solution for customer and company; proven ability to be flexible and adapt to change; adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays.
• Problem Solving: Uses a professional, neutral/unbiased, and highly diplomatic inter-personal approach.
• Communication: Strong communication (verbal and written) and presentation skills.

EXPERIENCE:

• At least 1 year of progressive experience in a Guest Services role.
• Spa/Hotel experience is preferred.
• Must be proficient in Microsoft Word, Excel, PowerPoint, and Outlook.  Experience in Opera or Resorts Suites helpful.
   

EDUCATION:

• Associate’s or bachelor’s degree in business, management, or hospitality or related field or equivalent of 3 years relevant work experience required.

WORKING CONDITIONS & PHYSICAL WORK DEMANDS:

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to lift and move up to 20 pounds occasionally.
• Regular and on-time attendance is critical.
• Hours occasionally exceed 40 hours per week.
• Ability to stand during shifts

OTHER:

• Other duties as assigned.

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and is not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Salary : $17