Overnight Front Desk Agent - Buena Vista Suites

Scope of Position

The Front Desk Agent is responsible for a professional, yet personal and efficient check-in and check-out for each guest. He/she will process all payments according to the established resort policies, and provide information to guests, as well as visitor inquiries in person or via telephone. In addition, the Front Desk Agent is expected to complete daily checklists and always demonstrate professional courtesy.

Position Requirements

• Professional demeanor appropriate for a resort environment.
• One (1) year experience in a hotel or resort front desk position.
• Outstanding guest service skills.
• Able to handle a multitude of tasks in an ever-changing environment.
• Effective at listening to, understanding, clarifying, and responding to the concerns and issues raised by guests.
• Experience with cash handling, including but not limited to guidelines set forth regarding PCI Compliance.

Responsibilities

• Approach all encounters with guests and associates in a professional and personalized manner.
• Responsible for providing prompt, yet personal service at times of check-in & check-out.
• Assist management in applying credit and guest billing policies.
• Resolve all guest concerns to conclusion and guest satisfaction, collaborating with other departments when necessary.
• Always maintain a professional and high-quality service-oriented environment.
• Maintain the confidentiality of all guest information, convention group schedules, pertinent resort data, and the security of high-profile guests in accordance with hotel operating standards.
• Understand and communicate promotions and enhancements effectively with guests and associates.
• Build rapport with VIP guests and distinguished visitors, follow up calls, encourage feedback throughout guests stay.
• Offer to handle special arrangements during guest stays; coordinate future visits.
• Maintain database of guest preferences and special dates.
• Actively participate in training related to the Front Desk.
• Complete projects in a timely manner as required by the Front Office leaders (Guest Experience Manager or Front Office Manager).
• Perform any other reasonable duties as required by management.

Education

• High School Diploma or GED, or degree in a Hospitality related major.

Skills and Abilities

• Able to communicate in the English language; Second language is a plus.
• Willing to work flexible schedules including holidays and weekends.
• Proficient in performing multiple tasks.
• Experience using software programs such as Microsoft Office (Word, Excel, and Outlook).
• Previous knowledge of PMS system preferred, including Opera or similar programs.

Physical Requirements

• On a continuous basis, stand at a desk for long periods of time in front of a computer screen.
• Also requires walking/reaching and bending throughout shift.
• Must be physically fit to lift, pull, and push items up to 50 pounds.

I acknowledge that I have reviewed the Front Desk Agent job description. This is a summary of the main responsibilities for this position. Business demands dictate work hours and schedules. Attendance and timeliness are a requirement of this position. Management retains the discretion to add or change the duties of this position at any time, to meet our guests needs. I understand that I must also adhere to the property service standards, as well as grooming and uniform standards specific to this position, always maintaining a neat and clean appearance. I will also adhere to any OSHA (safety) practices and wear any assigned PPE (personal protective equipment) as needed.