Front Desk Agent

About the Role

The front desk agent will assist guests and members with all queries via email and phone, guest arrivals and departures, make reservations, cancellations, and answer questions on rates, hotel facilities, and services with efficiency and professionalism.

Responsibilities

• Conduct all check-in and checkout procedures for the hotel according to hotel standards.
• Have knowledge of Opera Cloud Property Management System, Jonas, Jonas Activity Management, Kipsu, and Sertifi.
• Understand the entire reservation procedure according to property procedures.
• Handle incoming calls to the property, answering promptly by the third ring in a courteous manner.
• Make pre-arrival calls and mid-stay check-in calls daily.
• Perform all accounting duties including posting charges, account settlements, and shift closing.
• Maintain accurate daily event information and daily posting of event sheets.
• Communicate member and guest questions and requests to appropriate departments and track requests.
• Be knowledgeable about hotel and guest room facilities/services, room rates, and selling strategies.
• Understand the credit policy of the resort, how to credit and bill reservations, and how to explain hotel bills and charges.
• Process all transmissions of reservations, changes, and cancellations from all sources (telephone, mail, in person, etc.).
• Add alerts and comments to reservations to ensure all guest needs are met.
• Block Cottage and Casita reservations to maximize opportunity to sell three-bedroom units.
• Assist in taking reservations for hotel outlets and services.
• Be detail-oriented to ensure all relevant information is notated and tasks are complete, communicating as needed with colleagues and other departments.
• Remain calm under pressure and use self-control in challenging situations.
• Conduct service recovery as needed to resolve guest issues or escalate to appropriate departments before the guest departs.
• Review arrival reports daily.
• Understand the property's policy on guaranteed and no-show reservations and cancellation policy, communicating this to guests and members.
• Ensure proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm, friendly manner, addressing the guest by name.
• Deliver "I Am Proud" service standards and department-specific signature touch points.
• Establish cross-departmental channels of communication among teammates that are consistent and complete.
• Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
• Provide extraordinary service that is "Enriching by Nature."
• Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
• Be empowered to make things right if they go wrong.
• Give guests/members a fond farewell and address feedback by utilizing the LEARN Model.
• Demonstrate a professional appearance and be attentive to what matters most.
• Comply with company policies and procedures and adhere to safety guidelines.
• Answer, screen, and forward calls in a professional and courteous manner.
• Handle general phone inquiries about the organization.
• Direct external calls to designated departments or individuals and transfer internal calls across departments.
• Relay written or verbal messages in a timely and accurate manner.
• Keep records of calls placed and charges incurred.
• Assist with other administrative duties, including copying, scanning, faxing, and emailing.
• Learn and assist in both Front Desk and Guest Services areas including: Concierge, PBX, AM, MID, PM Shifts, Reservations team, and Valet.
• Assist in other areas/shifts in the Front Desk/Rooms Division as needed.
• Perform other duties as assigned and interface positively with other departments, helping when needed.
• Display care in the use of equipment and maintain an organized and professional work environment.

Requirements

• High school diploma or equivalent (minimum formal education requirement).
• Basic knowledge of Microsoft Word and Excel.
• Some experience with Opera property management system is beneficial but not required.
• Valid driver’s license.
• Detail-oriented with strong communication and organizational skills.
• Ability to remain calm under pressure and handle challenging situations with professionalism.
• Strong teamwork and collaboration skills, with continuous internal and cross-departmental communication.

Physical Demands

• Frequent standing, walking, reaching, bending over, and manual dexterity.
• Occasional crouching, kneeling, balancing, pushing/pulling, and lifting/carrying up to 25 lbs.
• Continuous use of a computer and keyboard, requiring fine motor skills and eye/hand coordination.
• Near and far vision, color recognition, and hearing are essential.
• May occasionally work outside, on uneven surfaces, or in inclement weather.
• Environmental factors include indoor settings with overhead lighting and comfortable ventilation, but may involve noise, working closely with others, and exposure to chemicals or detergents.