Front Office Agent

About the role

The Front Office Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.

Responsibilities

• Must adhere to the company’s Service culture - 4 Keys to creating guests for life.
• Must actively participate in team member referral program and be a Talent Ambassador for Silverado Resort.
• Must participate in all resort required meetings and trainings.
• Maintain high standards of personal appearance and grooming, which includes wearing the proper uniform/business attire and nametag.
• Must have a thorough knowledge of HMS resort system.
• Have a thorough knowledge of the resort and its facilities.
• Maximize efforts towards productivity, identify problem areas and assist in implementing solutions.
• Must be effective in handling problems, including anticipating, preventing, identifying, and solving problems as necessary.
• Greet and welcome all guests approaching the Front Desk in accordance with Silverado Resort standards.
• Answer guest inquiries about resort services, facilities, and hours of operation in a timely manner.
• Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
• Review Front Office log and Trace File daily.
• Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
• Follow all cash handling and credit policies.
• Be familiar with all in-house groups.
• Have knowledge of emergency procedures and assist as needed.
• Handle check-ins and checkouts in a friendly, efficient, and courteous manner.
• Use proper two-way radio etiquette at all times when communicating with other employees.
• Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
• Balance and prepare individual paperwork for closing of shift according to resort standards.
• Abide by all resort policies and safety rules.