Front Desk Agent | Sleeping Lady Resort

About the role

Master multitasker. Memory Maker. No two days are the same: delight, problem solve, and make the day for our incredible guests. You thrive in a fast-paced and dynamic environment, responsible for efficiently handling guest check-in and check-out processes including room credits, keys, guest issue resolution and special requests. Support the Guest Services and the Front Office team with financial and service-related tasks to create unique and meaningful experiences for guests who can’t wait to return.

Responsibilities

• Efficiently handle the check-in and checkout processes according to hotel procedures and standards.
• Establish appropriate credit at time of guest check-in; issues room keys and familiarizes guests with the services and areas of the property.
• Be knowledgeable and proficient with the property management system.
• Operate the PBX and Radio paging system according to procedures.
• Ensure guest and employee needs and concerns are responded to in a timely, professional and friendly manner with a focus on service recovery when applicable.
• Ensure proper execution of VIP requirements, including room requests, amenity placement, welcome letters, gifts, etc.
• Organize New Agent trainings, ensuring new agents quickly and efficiently learn programs and SOPs.
• Have regular check-ins with FDAs and help to ensure Agents are efficient, confident, and knowledgeable in the Lodge and its policies and procedures.
• Maintain an up to date working knowledge of all property amenities as well as any special events.
• Follow all company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional.
• Manage guest issues effectively, keeping in mind both the guest’s needs and business objectives.
• Use discretion and professionalism in resolving guest conflicts and use good judgement to consult with management if assistance or follow-up is needed.
• Develop and maintain positive working relationships with others; support team to reach common goals.
• Familiarize themselves and learn Supervisor tasks. Assist with supervisor tasks as needed.

Requirements

• Previous hospitality or customer service experience preferred.
• Previous experience in cash handling & computerized Point of Sale system preferred.
• Strong written and verbal communication skills required.