Resort Front Desk Agent- ORB

Position Summary

Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests.

Secures payment; activate/reissue room keys. Ensures rates match established codes, and document exceptions.

Communicates to appropriate staff when guests are waiting for an available room. Advises guest of messages.

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; follow up to ensure each has been met to guests’ satisfaction.

Counts and secures bank at beginning and end of shift. Processes all payment types, vouchers, paid-outs, charges, and provide change.

Reports accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.

Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.

Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.

Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates.

Comply with quality assurance expectations and standards.

Perform other reasonable job duties as requested by Supervisors.

Key Duties/Accountabilities

• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
• Speaks to guests and co-workers using clear, appropriate, and professional language.
• Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• 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 reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp).
• Assigns room according to guest request and preferences whenever possible.
• Informs guest of any messages (e.g., voicemail, mail, faxes) received for them and send to room if required.
• 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 approve according to occupancy.
• Files guest paperwork or documentation.

Preferred 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