Front Desk / Guest Experience Agent

About the role

A Front Desk Agent serves as the welcoming face of an establishment, such as a hotel, resort, or office building, providing a crucial first impression for guests and visitors. Their primary responsibilities include greeting and assisting guests, checking them in and out, managing reservations, handling inquiries, and providing information about the facility's amenities and services. Front Desk Agents also play a pivotal role in maintaining a smooth flow of operations by coordinating with other departments and addressing any guest concerns or issues promptly and professionally. Exceptional interpersonal skills, organizational abilities, and a friendly demeanor are essential in this role to ensure a positive guest experience and the overall success of the establishment.

Essential job functions

• Greet guests, verify their reservations, and facilitate a smooth check-in and check-out process, which includes processing payments and providing invoices.
• Handle room reservations, including bookings, cancellations, and modifications, while maintaining accurate records and room availability.
• Assist guests with various requests, such as providing information about resort facilities and services, arranging transportation, and making recommendations for local attractions and dining.
• Answer phone calls and respond to emails promptly, addressing inquiries, taking reservations, and providing information as needed.
• Distribute room keys and access cards securely, ensuring proper identification and authorization.
• Handle guest complaints or concerns professionally and efficiently, finding appropriate solutions to ensure guest satisfaction.
• Maintain a secure and safe environment by monitoring guest access, following safety protocols, and reporting any security or maintenance issues to the appropriate department.

Requirements

• Must be authorized to work in the United States
• Excellent oral and written communication skills required
• Project and time management skills are essential
• Strong attention to detail
• Conflict resolution and problem-solving skills
• Interpersonal skills
• Must be able to work flexible days/hours
• Must be able to lift 20 pounds or more

Working conditions

• Working in shifts, including evenings, weekends, and holidays, as resorts operate around the clock to accommodate guests
• Working indoors in a well-lit, climate-controlled lobby or reception area
• Extensive face-to-face and phone interactions with guests, which can be both enjoyable and challenging
• A fast-paced and high-stress area, especially during peak check-in and check-out times
• Prolonged standing

Qualifications

• A High School Diploma or equivalent
• Experience in the hospitality industry is a significant asset
• Knowledge of the resort
• Previous Hotel or Resort experience desired

Benefits

• Free room nights
• Discounted and Friends & Family Room Rates
• Medical, Prescription, Dental, and Vision Insurance after 30 Days of Employment
• Paid time off and holiday pay
• Paid Family Bonding Time and Adoption Assistance
• 401K with company match
• Access to Beach, Tennis, and Pickleball as available on days off
• Retail Discounts for Colleagues
• Benefit Package for Full Time & Part Time colleagues eligible