Agent - Front Office

Position: Front Desk Agent

Department: Front Office

Reports to: Front Desk Supervisor

FLSA: Non-Exempt 

ESSENTIAL DUTIES AND RESPONSIBILITIES: In addition to the following duties and responsibilities, other duties may be assigned:

• Greet members and guests by their name, with a smile and a warm welcome when they enter the lobby.
• Prepare and complete in detail, daily tasks according to check list and special assignments by a Front Desk Supervisor, Manager or Director in a professional and timely fashion.
• Provide assistance and information to all members and guests at all times and are familiar with different club services, activities, facilities and locations; meeting rooms, the fishing village, shops, charter activities, restaurants and the Buccaneer Island.
• Be able to answer questions concerning any outdoor amenities corresponding to the club lodging; pool locations, washer and dryer facilities and golf cart outlets.
• Prepare the registration cards and temporary membership cards for the arrivals and insure that all special needs and requests are satisfied.
• Correctly check in and out members and guests in the most courteous and friendly manner possible, using their surname at least three times.
• Monitor all house folios to insure accuracy, name, address, room rate, departure date, service charge and form of payment.
• Take same-day and future room reservations when the reservation office is not opened, be familiar with all rates, programs, packages, different types of lodging offered by the Ocean Reef Club and the cancellation policy.
• Communicate effectively with all other departments in a professional manner, maintaining a good working relationship and atmosphere.
• Basic knowledge about membership, different types, monthly billing, gate clearance and sponsorship.
• Follow procedures with regard to cashiering and verify the assigned cash bank at the end of each shift and accurately and honestly handle all cash transactions.
• Know the names of and recognize the members of the Board of Directors, understand the relationship between ORC and ORCA
• Above all the ability to accomplish all of the above while maintaining a cheerful, helpful, professional and service oriented attitude towards all members’ guests and associates at the Ocean Reef Club.

QUALIFICATIONS.  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent communication skills (verbal and written)
• Works well within a team environment
• Strong leadership skills and abilities
• Organized and detail oriented
• Well developed stress management skills
• Friendly, out-going and service-minded
• Computer skills: Windows, Microsoft Office, hotel management software
• Flexible Scheduling: ability to work long hours as needed.

EDUCATION and/or EXPERIENCE. High school graduate. Minimum 1 year of experience in hospitality at a private club, resort or a large scale hotel.

LANGUAGE. Must be able to communicate, read, and write the English language well in order to communicate with co-workers and fully understand job assignments.

MATHEMATICAL SKILLS Able to maintain $500.00 cash bank.

PHYSICAL DEMANDS. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sample physical requirements might include:

• Must be able to carry up to 25 pounds
• Must be able to stand for long periods of time
• Must be able to reach, grab and lift objects over shoulder height
• Must be able to squat and kneel down on regular basis
• Must be able to bend & twist upper body to reach up, down or side-ways on regular basis

WORK ENVIRONMENT. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Sample work conditions might be:

• Juggles many tasks at once
• Be a team player and provide lateral service.
• Follow Ocean Reef Club Associate Handbook and Quality Job Standards.
• Be able to endure outside weather conditions; heat, rain, cold, and at times high winds.
• Be willing and able to work when needed, including weekends & holidays.

Attendance, Appearance and Conduct:

Regular attendance in conformance with the standards, which may be established by Ocean Reef Club from time to time, is essential to the successful performance of this position. Associates with irregular attendance will be subject to disciplinary action, up to and including termination of employment.

Due to the cyclical nature of the hospitality industry and report deadlines, associate may be required to work varying schedules to meet the business needs of the Club and report deadlines.

Proper grooming is required by all associates and is described in detail in the Associates Handbook. Associates should review this policy and make sure that at all times they present themselves for shifts looking clean, neat and professional.

As a condition of employment, all associates agree to fully comply with Ocean Reef Club rules and regulations for the safe and efficient operation of Club facilities. Associates who violate Club rules and regulations will be subject to disciplinary action, up to and including termination of employment. If you have any questions or doubts you should seek clarification from your supervisor.

Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts or working conditions associated with a job. While this job description is intended to be an accurate reflection of the requirements of the job, management must reserve the right to add or remove duties from particular jobs when circumstances (e.g. emergencies, change is workload, rush jobs or technological developments) dictate.