Resort Front Desk Agent- FFR

About the Role

Join our Front Office team at the Fairway Forest Resort in Sapphire, North Carolina. This is a full-time, year-round, hourly position with a 40-hour work week and 8-hour shifts. Weekend availability is required.

Responsibilities

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
• Secure payment and activate/reissue room keys.
• Ensure rates match established codes and document exceptions.
• Communicate to appropriate staff when guests are waiting for an available room.
• Advise guests of messages and clear departures in the computer system.
• Coordinate with Housekeeping to track room status and guest concerns.
• File guest paperwork or documentation.
• Operate telephone switchboard station.
• Run and check daily reports, contingency lists, and credit card authorization reports.
• Supply guests with directions and information.
• Answer, record, and process all guest calls, requests, questions, or concerns; follow up to ensure satisfaction.
• Count and secure bank at the beginning and end of shift.
• Process all payment types, vouchers, paid-outs, charges, and provide change.
• Report accidents, injuries, and unsafe work conditions to manager; complete safety training and certifications.
• Follow all company policies and procedures, maintain professional appearance, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address service needs, and assist individuals with disabilities.
• Develop and maintain positive working relationships with others, support team goals, and listen to concerns of other associates.
• Comply with quality assurance expectations and standards.
• Perform other reasonable job duties as requested by Supervisors.

Key Duties

• Answer telephones using appropriate etiquette (within 3 rings, smile in voice, use caller’s name, transfer calls appropriately, take/relay messages).
• Speak to guests and co-workers using clear, professional language.
• Discuss work topics discreetly and quietly, avoiding public areas.
• Exchange information effectively with other associates.
• Use electronic devices (pagers, two-way radios, email) to communicate.
• Activate and reissue room keys by verifying guest identity.
• Ensure rates match market codes and document exceptions.
• Secure valid form of payment prior to issuing room key.
• Process guest check-ins by confirming reservations, verifying identity, requesting payment, assigning rooms, and issuing keys.
• Process check-outs, resolve disputes, settle accounts, retrieve room keys, and request guest feedback.
• Accommodate room change requests when possible.
• Communicate guest waitlists to appropriate staff.
• Verify and adjust guest billing; set up accurate accounts.
• Assign rooms according to guest preferences whenever possible.
• Inform guests of messages and send to rooms if required.
• Track room status changes for Housekeeping (early/late check-outs, transfers, unexpected stay-overs).
• Clear departures in the computer system.
• Coordinate with Housekeeping on room readiness and guest concerns.
• Review and approve late check-out requests based on occupancy.
• File 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 (preferred).

Benefits

A robust benefits package is available.

Schedule

Full-time, year-round position with 40 hours per week and 8-hour shifts. Weekend availability is required.

Company Culture

• Celebrate Success
• Strive for Excellence
• Seek to Understand
• Adapt Quickly
• Tell the Truth
• Change Champions
• Human Centric