What are the responsibilities and job description for the Front Office Agent position at Silverado Resort and Spa?

SALARY RANGE : $23.00-$24.00 per hour. The Front Office Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Essential Functions

Must adhere to the company’s Service culture – 4 Keys to creating guests for life.
Must actively participate in team member referral program and be a Talent Ambassador for Silverado Resort.
Must participate in all resort required meetings and trainings.
Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform / business attire and nametag.
Must have a thorough knowledge of HMS resort system.
Have a thorough knowledge of the resort and its facilities.
Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
Greet and welcome all guests approaching the Front Desk in accordance with Silverado Resort standards.
Answer guest inquiries about resort services, facilities, and hours of operation in a timely manner.
Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
Review Front Office log and Trace File daily.
Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
Follow all cash handling and credit policies.
Be familiar with all in-house groups.
Have knowledge of emergency procedures and assist as needed.
Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
Use proper two-way radio etiquette at all times when communicating with other employees.
Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
Balance and prepare individual paperwork for closing of shift according to resort standards.
Abide by all resort policies and safety rules.
Perform other duties as requested by management.

Qualifications

Customer Services experience required.

Experience in a resort or a related field preferred.

Proficiency in Microsoft Office applications is preferred.

Working Conditions and Schedule

Weekend and holiday availability is required as well as flexibility with work schedule.

The scope of the position may sometimes require a work week over 40 hours, including nights, weekends, and holidays.

Medium work - Exerting up to 50 pounds of force occasionally, and / or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Frequently standing up behind the desk and front office areas.

Using a keyboard and a mouse to operate various systems and emails.

Salary : $23 - $24

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