Resort Front Desk Agent- AHP

About the role

Join our Front Desk team at Alhambra Villas resort in Kissimmee, FL! This is a full-time, year-round position offering robust benefits.

Responsibilities

• Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Sets up accurate accounts for each guest upon check-in according to their requirements.
• Secures payment; activates/reissues room keys.
• Ensures rates match established codes, and documents exceptions.
• Communicates to appropriate staff when guests are waiting for an available room.
• Clears departures in computer system.
• Coordinates with Housekeeping to track room status and guest concerns.
• Fills out guest paperwork or documentation.
• Operates telephone switchboard station.
• Runs and checks daily reports, contingency lists, and credit card authorization reports.
• Supplies guests with directions and information.
• Answers, records, and processes all guest calls, requests, questions, or concerns.
• Counts and secures bank at beginning and end of shift.
• Processes all payment types, vouchers, paid-outs, charges, and provides change.
• Reports accidents, injuries, and unsafe work conditions to manager.
• Follows all company policies and procedures, maintains confidentiality of proprietary information, and protects company assets.
• Welcomes and acknowledges all guests according to company standards.
• Speaks to guests and co-workers using clear, appropriate, and professional language.
• Talks with and listens to other associates to effectively exchange information.
• Exchanges information with other associates using electronic devices (e.g., pagers and two-way radios, email).
• Activates room keys using electronic key machine and reissues new room keys to guests as necessary.
• Verifies guest identity and uses electronic key machine to activate room keys.
• Ensures rates match market codes and documents any exceptions.
• Secures valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Processes all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
• Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
• Accommodates requests for room changes when possible.
• Communicates to appropriate staff that there are guests that are waiting for an available room.
• Verifies and adjusts billing for guests.
• Assigns room according to guest request and preferences whenever possible.
• Informs guest of any messages (e.g., voicemail, mail, faxes) received for them and sends to room if required.
• Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
• Clears departures in computer system to document that rooms are no longer occupied.
• Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
• Reviews requests for late check-outs and approves according to occupancy.
• Files guest paperwork or documentation.

Qualifications

• High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience.
• Vocational School Degree or Business Certification.

Skills

• Excellent communication skills.
• Ability to handle multiple tasks simultaneously.
• Attention to detail.
• Customer service orientation.
• Computer literacy (e.g., Microsoft Office, hotel management systems).

Benefits

Robust benefits are available for this position.

Pay

Hourly. Details TBD.

Schedule

40 hours a week. 8-hour shifts. Must be available to work mornings, nights, weekends, and holidays.