Front Desk Agent

Summary of Position

Our guest facing and grateful Front Office Agent is responsible for providing a welcoming, friendly, efficient, resourceful and hospitable service experience, including yet not limited to check in and check out interactions, guest resolution and supportive spirit to engage guests with their HCML stay!

Essential Functions

• Complete the registration process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest’s reservation and making changes as necessary
• Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler checks, and other forms of payment.
• Post charges to guest rooms and house accounts using the computer.
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages, mail and facsimiles for guests as requested.
• Close guest accounts at the time of check out ensuring the guest’s stay was enjoyable, resolving issues as necessary
• Provide safety deposit boxes, upon request
• Arrange registration cards and complete bucket check
• Other tasks as assigned by Front Office Supervisor/Assistant FO Mgr/FO Mgr/Director of Rooms
• Incorporate the Mystery Shopper Standards into every interaction

Qualifications

• Education: High School Graduate or equivalent required; college education highly preferred
• Experience: Prior supervisory experience preferred.
• Certificates or Licenses: N/A

Knowledge, Skills, and Abilities

• Ability to learn and embrace the responsibilities of this role, and ultimately, behave and perform in a manner that reflects strong leadership skills
• Ability to make quick and efficient decisions to benefit our guests and associates.
• Ability to memorize and perform service essentials and department standards
• Ability to use a moderately complex computer system and troubleshoot software problems
• Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.
• Must type a minimum of 15 WPM

Personal Characteristics

• Engage and delight in our shared Purpose, Pillars and Service Essentials
• Communicates thoughtfully and anticipates our guests and associate's needs; Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language
• Professional Appearance: Exhibits an appearance appropriate for a casual yet luxurious environment and workplace (Specific grooming standards are available for review)

About the Company

Family-owned and family-built, Marc & Rose is an eclectic collection of iconic resorts and hidden gems — each a tribute to place-based sensuality and playful improvisation. Born of an irreverent spirit and a passion for hard work, our collection makes its home across the American West. It embodies the sounds, smells, and colors of iconic landscapes – and it doesn’t come to life without the human heart.