What are the responsibilities and job description for the Call Center/Front Desk Agent position at Paloma Resorts?
CALL CENTER/FRONT DESK AGENT at Destination Geneva National
Join the fun, fast-paced hospitality team at Destination Geneva National as a Call Center/Front Desk (CCFD) Agent, often the first point of contact with hotel, dining and golf guests visiting our Lake Geneva, Wisconsin resort. Our windowed Call Center is located on the main floor of our sprawling Clubhouse, which overlooks three championship golf courses and serene Lake Como. Our Front Desks are located at the Geneva National Clubhouse and our 146-room hotel, Lodge Geneva National. This role will require you to work at both locations. This is for a seasonal/part-time position.
A successful CCFD agent will learn all about our resort offerings and enthusiastically describe these amenities to guests calling in with resort questions or reservations requests. Sales, customer service and problem-solving skills are essential, including active listening to fully comprehend guest requests or to resolve issues when guest experiences do not match expectations. Microsoft Outlook, Excel, Word, and Google Sheets will be used daily. Knowledge of online reservations software is a plus, but not essential, as these programs can be taught on the job. A passion for serving others and caring for guests is vital.
JOB RESPONSIBILITIES
Primary responsibilities include, but are not limited to the following:
Answer phone calls articulately and make online reservations in real time.
Search and present date, time and pricing options for hotel overnight stays, dining reservations and tee times.
Respond to current and future guest special requests and concerns as well as questions regarding the resort, driving directions, and surrounding area activities.
Follow up to ensure requests or concerns have been handled to guests' satisfaction.
Professionally represent Destination GN’s golf, vacation, meeting, and wedding venues articulately and with enthusiasm.
Assist in booking Stay and Plays.
Work with the Call Center team to establish and meet sales goals and customer expectations.
Process guest check-ins, check-outs, room assignments, and room change/late check-out requests.
Run and check daily reports.
Ensure the Call Center, Front Desk, Main Lobby, and other public spaces are kept neat and clean. This includes lobby restrooms and outdoor spaces along our front entrances.
Perform hotel room walks to check guest rooms for any maintenance needs and ensure that rooms are presented in a manner that meets/exceeds company standards.
Work with the Golf, Food & Beverage, and Banquets departments to ensure all guests are given an excellent experience.
Maintain a positive, can-do attitude and a willingness to help in different departments when necessary.
Adhere to Destination GN customer service standards and guidelines; recommend improved procedures.
WORKING CONDITIONS AND PHYSICAL DEMANDS
Use of computer keyboard and telephone
Interact verbally in person, on the phone, and online
Extended periods of time standing at the front desk or sitting at a desk
Access to meeting rooms & golf courses
Occasional light lifting and event set-up
Software to include but not be limited to Microsoft Office/Suite, Visual One, Open Table, and EZ Links.
Why Destination Geneva National?
Specializing in the golf club lifestyle, the privately owned Destination GN hosts 54 holes of signature golf by Palmer, Player and Trevino, award-winning dining and event venues, a lakeside driving range, sprawling semi-private Clubhouse with sweeping verandas, and sleek on-course executive suites and cottages plus the 146-room Lodge Geneva National. Tee up a career at Southeast Wisconsin’s premier golf resort and set the stage for celebration. Learn more at www.desinationgn.com.
BENEFITS
Competitive salary and performance-based incentives.
Pay as you earn/daily pay available.
Opportunity to work in a stunning resort setting with access to recreational facilities.
Encouraging and supportive work environment that values creativity and teamwork.
Potential for professional growth within a dynamic hospitality organization.
All seasonal and year-round staff receive benefits including complimentary golf, discounts at our dining facilities and Pro Shop, reduced greens fees for your foursome, special hotel rates for friends & family, monthly associate golf tournaments, and more. All staff benefit from the option for pay-as-you-earn with Dayforce Wallet.
