Front Desk Agent

Job Description:

Purpose of Position

To provide maximum levels of guest service through efficient guest registration, interdepartmental communication, creative problem solving, and account balancing. Facilitate the purpose of the guest's visit through providing an anticipatory, personalized, luxury level of guest service and reception services to all hotel guests and prospective guests, in an effort to maximize the guest's experience and ensure repeat business.

Key Responsibilities:

• Provide guest services in a courteous and friendly manner.
• Register guests and maintain accurate guest information.
• Provide accurate and complete operations according to Mountain Lodge policy.
• Computer operation and maintenance.
• Petty cash disbursement and accounting.
• Guest charges and account maintenance.
• Phone operation and service.
• Supervision, direction and assistance to Bellmen.
• Audit and accounting.
• Maintain the front desk as a communication center for the entire property and staff, with smooth, friendly, and efficient operations.
• Provide reservation information and take accurate reservations. Aggressively sell walk-in business.
• Provide accurate information about The Mountain Lodge, the community, and special attractions and activities.
• Follow up with all special requests in a timely manner to provide excellent guest service and the protection and safety of the property.
• Solve problems courteously and efficiently, and to alert the appropriate supervisor for follow-through if necessary.
• Process all mail, messages, and deliveries for guests and homeowners.
• Keep the office clean and neat at all times, monitor all work areas for safety and sanitation.
• Employ safe lifting techniques at all times.
• Have a working knowledge of the emergency and safety manuals to provide a safe environment. Know the safety and emergency procedures.
• Correct any dangerous situation that may present itself. Initiate action and follow through until situation is rectified.
• Upon observation of any unusual activity, report immediately thereon to the General Manager.
• Have a working knowledge of the Front Desk Training Manuals.
• Complete all other assignments, duties, and tasks as assigned by the Director of Guest Services and Assistant Front Office Managers.

Requirements:

Position Skills:

• Strong customer service skills and background.
• High school or equivalent preferred.
• Prior hotel experience preferred.
• Ability to speak/read basic English.
• Planning/Organizing.
• Service Orientation.
• Team Work.
• Multi-tasking.

Other Skills/Abilities:

• Strong interpersonal skills and ability to develop personal relationships in a professional manner.
• Desire and ability to work within a diverse staff.
• LANGUAGE SKILLS.
• Fluency in English is required, additional language ability is a bonus.
• Ability to read, speak and write English.

Reasoning Ability:

• Must be able to think freely and make decisions on own pertaining to job responsibility.
• Able to perform duties without great supervision.
• Ability to keep calm, responsive and friendly under pressure.
• Able to handle a variety of different tasks at once as well as challenges that may arise with guests, customers and/or employees.

Work Environment:

• This is a very fast paced busy environment.
• Regular attendance in conformance with the standards, which may be established by Mountain Lodge Telluride from time-to-time, is essential to the successful performance of this position.
• Employees with irregular attendance will be subject to disciplinary action, up to and including termination of employment.
• Employees may be required to work varying schedules to reflect the business needs of the Hotel including weekends and holidays and overnight shifts as needed.
• Multitasking.
• This position is monitored by direct/indirect supervision to ensure all department procedures are adhered to.
• Upon employment, all employees are required to fully comply with Mountain Lodge Telluride's rules and regulations for the safe and efficient operation of the Hotel.
• SAFETY AND SANITATION.
• At all times safety and health hazards should be foremost in the minds of all employees.
• All employees must acquaint themselves with OSHA Standards regarding proper use, disposal and storage of chemicals, must practice common sense and not expose themselves to any work procedures which are not within the bounds of good safe practice or in the Hotel Safety Procedures.
• GENERAL RESPONSIBILITIES.
• To acknowledge, greet, smile and show respect to every internal and external guest.
• To cooperate with all departments to ensure one hotel team orientation.
• To maintain your work environment at its best, according to your duties. (Cleanliness, order, etc.)
• To keep yourself informed at your own initiative.

Education/Vocational Experience:

• High School Diploma minimum. College education preferred.
• At least one year of front desk experience.
• Previous supervisory experience preferred.

NOTE: This job description is not intended to be all-inclusive and may change from time to time. Employees may perform other related duties as needed based on business needs and management discretion.