Resort Front Desk Agent-HRE

Work Type: Full-time, hourly, year-round position at Hiawatha Resort East in Crossville, TN. Schedule: 8AM-5PM, 40 hours per week with Wednesday-Thursday off. Weekend availability required. Robust benefits package available.

About the Role

Processes all guest check-ins, check-outs, room assignments, and room change or late check-out requests. Secures payment, activates or reissues room keys, and ensures rates match established codes while documenting exceptions. Communicates with appropriate staff regarding guest wait times for available rooms, advises guests of messages, and clears departures in the computer system. Coordinates with Housekeeping to track room status and address guest concerns, files guest paperwork, and operates the telephone switchboard. Runs and checks daily reports, contingency lists, and credit card authorization reports. Provides guests with directions and information, and handles all guest calls, requests, questions, or concerns while ensuring follow-up for satisfaction. Counts and secures the bank at the beginning and end of each shift, processes various payment types, and reports accidents or unsafe work conditions. Adheres to all company policies and procedures, maintains professional appearance and confidentiality, and performs other reasonable job duties as requested.

Responsibilities

• Answers telephones using appropriate etiquette (e.g., within 3 rings, using caller’s name, transferring calls, taking messages).
• Speaks to guests and coworkers using clear, professional language.
• Discusses work topics discreetly and exchanges information effectively with associates.
• Activates and reissues room keys using an electronic key machine, verifying guest identity.
• Ensures rates match market codes and documents exceptions with explanations.
• Secures valid payment prior to issuing room keys.
• Processes guest check-ins by confirming reservations, verifying identity, requesting payment, assigning rooms, and issuing keys.
• Processes check-outs, resolves billing disputes, settles accounts, retrieves room keys, and requests guest feedback.
• Accommodates room change requests when possible.
• Communicates guest wait times for available rooms to appropriate staff.
• Verifies and adjusts guest billing, setting up accurate accounts based on guest requirements.
• Assigns rooms according to guest preferences whenever possible.
• Informs guests of messages and sends them to rooms if required.
• Tracks room status changes (e.g., early check-out, late check-out) for Housekeeping.
• Clears departures in the computer system to document unoccupied rooms.
• Coordinates with Housekeeping to track room readiness and report guest concerns.
• Reviews and approves late check-out requests based on occupancy.
• Files guest paperwork or documentation.

Requirements

• 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.

Skills

• Clear and professional communication with guests and coworkers.
• Ability to develop and maintain positive working relationships.
• Support team goals and respond appropriately to concerns.
• Comply with quality assurance expectations and standards.
• Prepare and review written documents accurately.
• Answer telephones using appropriate etiquette.

Benefits

Robust benefits package available.

Schedule

• Full-time, 40 hours per week.
• 8AM-5PM, Wednesday-Thursday off.
• Weekend availability required.

Company Culture

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