What are the responsibilities and job description for the Forest House Welcome Desk Agent position at Sunriver Resort?
Overview
Forest House Front Desk Agent is the first point of contact for owners/guests and responsible for the overall guest recreational experience at the Forest House. They will be responsible facility check-in duties, maintaining facility standards (game room, gym, locker rooms, etc.), retail sales and upholding all usage policies. The Forest House Front Desk Agent Lead will maintain the AAA Four Diamond standards.
They will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment
The Forest House Desk Agent shall strive to always provide exceptional service to both internal and external guests. They will be responsible for exemplifying the Sunriver Resort Culture as well as promoting Sunriver Resort as both the Destination and Employer of Choice!
Responsibilities
- Upkeeps retail standards
- Learns and utilizes Duckpin Bowling and Technogym equipment
- Provides and instructs owners on complimentary membership and usage of Technogym app
- Performs all opening and closing procedures and keeping the building presentable during business hours.
- Responsible for the daily registration and enforcing facility check-in requirements
- Offers warm and sincere welcome/farewell for all guests including use of guest name & good eye contact with each guest
- Responsible for the daily registration and retail sales
- Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers and keeping desk organized and immaculate
- Maintains retail display cleanliness and restocking when needed
- Ensures all materials are current and up to date
- Accepts incoming guest correspondence and transmits appropriately
- Resolves guest problems
- Maintains an up to date working knowledge of all resort amenities as well as any special events
- Follows set procedures on posting, charges, cashing checks, and refunds
- Checking owner and rental guest ID cards for pool access
- Informing owners and guests of pools procedures and answering general questions
- Ensure the upkeep of the Forest House facility and informing the Forest House Manager or Director of Recreation of any safety or maintenance needs for the building/surrounding grounds
- Maintains Family Game Room, Duckpin Bowling, Fitness Center and locker rooms to facility standards throughout the day.
- Processes payment and assists with all cabanas, daybed and duckpin bowling rentals, as well as merchandise
- Interacts with resort staff in a professional manner, assisting other departments with necessary information
- Always maintains a professional demeanor and attitude
- Communicates all pertinent information to the Forest House Manager
- Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to Forest House Manager.
- Acts with responsibility towards all company property, supplies and equipment.
- Maintains a professional appearance. Follows all Sunriver Resort dress code standards.
- Remains alert, courteous and helpful to the guests and colleagues at all times.
- Performs phone operations and Concierge duties as necessary
- Performs other duties as assigned
Qualifications
- High school diploma or equivalent required
- At least one year customer service experience required
- Two or four year degree in business, communications, public relations, hospitality or other related field preferred
- Prior hospitality experience preferred
