Guest Services/Front Desk Agent

Come Join our fun Team at The Brownwood Hotel & Spa and be a part of our story! We are a luxury AAA Four Diamond Property located in The Villages, FL seeking a full-time Front Desk Guest Services Agent.

JOB SUMMARY

The Front Desk Agent greets and serves guests in a professional, hospitable manner. Register guests; provide prompt and courteous service to the guest throughout their stay, resolve guest problems, close guest accounts upon check out and offer fond farewell to the guests.

ESSENTIAL JOB FUNCTIONS

• Ensures each guest receives outstanding service by providing a friendly, professional environment.
• Empowered to guarantee total guest satisfaction, display hospitality and professionalism to our guests at all times, take pride in representing the hotel professionally with our guests and assuring that all transactions with guests are handled in a legal and ethical manner.
• Understands and apply all property safety and security procedures to maintain a secure and safe environment for associates and guests at all times. In the event of an accident or emergency, gets medical attention, if necessary, and contacts the GM or Human Resources immediately.
• Maintains a favorable working relationship with all company associates to foster and promote a positive working environment.
• Greets guests immediately with a friendly, sincere welcome. Maintains eye contact with guest. Use a positive, clear speaking voice, listen to guest requests and respond with appropriate action.
• Employ operational and selling techniques to maximize occupancy levels and achieve the highest average rate possible, and ensure that staff does the same. Maintain and provide accurate information on and promote hotel facilities.
• Maintain cash bank per accounting guidelines. Comply with all accounting procedures.
• Maintain effective communication within Front Office and related departments, and with all hotel departments. Stay aware of issues relating to front office and general hotel operations. Attend meetings as scheduled. Apprise management of any concerns or suggestions.
• Understand and operate front office telephone, computer systems, and equipment such as ten key adding machine, facsimile machines, etc.
• Promptly complete registration process, input and retrieve information from computer, confirm pertinent information including number of guests, method of payment and length of stay, select guest room based upon guest needs/request, nonverbal confirmation of room number and rate, provide key folder containing guest room key (and club key if applicable), certificate and coupons as appropriate. Close out guest accounts at time of check out. Properly file and retrieve registration cards.
• Verify and Imprint credit cards for authorization using electronic acceptance methods. Handle
• Cash, make change, and balance assigned cash bank. Accept and record vouchers, traveler’s check and other forms of payment. Post charges to guest rooms and house accounts using the computer. Process payments per established procedures.
• Provide safety deposit boxes to guests in accordance with established hotel procedures.
• Promptly answer the telephone using positive, pleasant tone of voice and following the established verbiage. Input messages into the computer. Retrieve messages and communicate the content of messages to guests. Retrieve and send mail, small packages and facsimiles for guests.
• Listen to and promptly act to resolve guest problems and complaints. Authorize revenue allowances to remedy problems only after other alternative solutions have failed and appropriately document the solution/remedy. Apprise management of all guest complaints/problems; including those that have been resolved.

Work Environment:

Front Desk Agents work indoors

The work environment described above are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Demands:

• The associate is required to occasionally sit, stoop, kneel, crouch, reach with hands and arms or operate a computer.
• The associate is occasionally required to lift up to 40 pounds. While performing the duties of this job the associate is required to stand frequently and operate a computer.
• The Associate is constantly required to use their vision to perform an activity.

The physical demands described above are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

BENEFITS & PERKS (Full-Time)

• Paid Time Off (PTO)
• Paid recognized Holidays
• Health & Wellness benefits
• Medical/Vision/Dental/401(K)
• Prescription
• HSA/FSA Options
• EAP
• Employee Discounts – Hotel, Spa & Wolfgang Puck Fine Dining
• College Tuition Benefit
• Elementary Charter School program
• The Villages Passport Discount Card
• The Villages Beyond the Stars Assistance in Time of Crisis
• Rewards and recognition programs (we appreciate all that you do).

SCHEDULE

• Holidays
• Monday to Friday
• Weekends

The Brownwood Hotel is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, disability status, protected veteran status, or any characteristic protected by law. Applicants have rights under Federal Employment Laws. Please see the attached posters for more detail about your rights: Equal Employment Opportunity is the Law (EEO), Family and Medical Leave Act (FMLA), and Employee Polygraph Protection Act (EPPA).

Job Type: Full-time

Pay: $15.30 per hour

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $15