What are the responsibilities and job description for the Front Desk Agent position at The Abbey Resort?
Front Desk Agent at the historic Abbey Resort
JOB SUMMARY: As an Abbey Resort associate, you will have the opportunity to be part of an incredible team at an all service resort situated on the beautiful shores of Geneva Lake. We aim to hire individuals who are ready and committed to exceed the expectation of every guest by genuinely creating lasting memories, maintaining a positive attitude and by providing outstanding service every time.
BASIC FUNCTION: Front Desk Agents are a major part of the "personality" of the Abbey Resort and give help in both the initial and final impressions that the guests have of the Resort. Front Desk Agents are expected to be attentive to our Guests' needs, making them feel welcomed, comfortable, important, and relaxed in a very formal manner.
QUALIFICATIONS: EDUCATION, KNOWLEDGE, TRAINING, & WORK EXPERIENCE
High school diploma or equivalent experience/training
Ability to accomplish necessary tasks on a computer.
Ability to effectively communicate in the English language
Basic understanding of PMS systems, Microsoft (Word/Excel/Outlook)
Ability to handle guest related issues and recover guests when necessary
Strong multi-tasking skills
ESSENTIAL FUNCTIONS:
All room clerk functions, i.e. the friendly and efficient checking in and out of guests
All cashier functions to include accurate postings of charges to individuals and groups, and maintenance of cash receipts and hotel banks
Reserving functions including entering and updating group files
Concierge functions (instructing guest on local entertainment, ect.)
Adhere to the policies of the Resort as set forth in the Employee Handbook and report any observed violations to Human Resources
Maintain a good working relationship with all Departments
Monitoring, selling, and posting items from the gift shop when they are closed
Enthusiastically collecting guest feedback
Answering all guest calls that are external or internal at the front desk
Working with housekeeping on guest room needs
Making reservations for guests as walk ins or future reservations
Selling gift cards to guests
Monitors guest text messaging system throughout the day and responds accordingly to guest concerns and questions
Performs follow ups with guests when a request order is completed by other departments.
MARGINAL FUNCTIONS:
Effectively interact with people of diverse socioeconomic, cultural, disability, and ethnic backgrounds
Required to perform other tasks and duties as assigned
Scheduled hours may vary on business needs and may or may not include holidays, weekends, various shifts, overtime or reduced hours
ENVIRONMENT:
Well lit, temperature controlled, indoor lobby setting. Standing behind a high desk on hard surface flooring.
We are an Equal Opportunity Employer
M/F/D/V
