Position Purpose & Summary
The front desk agent will assist guests and members with all queries via email and phone, guest arrivals and departures; make reservations, cancellations and answer questions on rates, hotel facilities, and services with efficiency and professionalism.
Essential Functions:
- Conduct all check in and checkout procedures for the hotel according to hotel standards
- Have knowledge of Property management system, Jonas, Jonas Activity management, Kipsu, Sertifi, and Resqueue.
- Have knowledge of entire Reservation procedure according to property procedures.
- Handle incoming calls to the property and answer calls promptly by the third ring and in a courteous manner.
- Makes pre arrival calls and mid stay check in calls daily.
- Performs all accounting duties including posting charges, account settlements, and shift closing.
- Maintains accurate daily event information. Maintains daily posting of event sheet.
- Communicates member and guest questions and requests to appropriate departments and tracks requests.
- Knowledgeable in hotel and guest room facilities/services.
- Knowledgeable in hotel room rates and selling strategies.
- Have awareness of the credit policy of the resort, how to credit and bill reservations and how to explain hotel bills and charges.
- Process all transmissions of reservations, changes and cancellations from all sources, telephone, mail, in person, etc.
- Adds alerts and comments to reservation that are necessary to ensure all guest needs are met.
- Blocks Cottage and Casita reservations to assure maximum opportunity to sell three-bedroom units.
- Assists in taking reservations for hotel outlets and services.
- Is detail oriented to ensure that all relevant information is notated, and all tasks are complete and communicates as needed with colleagues and other departments
- Is calm under pressure and uses self-control in challenging situations.
- Conducts service recovery as needed to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs.
- Review arrival report daily.
- Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicates to guests and members.
- Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
- Deliver I Am Proud service standards and department-specific signature touch points.
- Establish cross-departmental channels of communication among teammates that are consistent and complete.
Additional Duties and Responsibilities:
- Greet every guest, member, and team member with I Am Proud standards and set a positive tone for every interaction.
- Provide extraordinary service that is Enriching by Nature.
- Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
- Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
- Be empowered to make things go right if they go wrong.
- Give the guest/member a fond farewell.
- Address feedback by utilizing the LEARN Model.
- Demonstrate a professional appearance and be attentive to what matters most.
- Comply with company policies and procedures.
- Observe and adhere to safety guidelines.
- Answering, screening, and forwarding calls in a professional and courteous manner.
- Handling general phone inquiries about the organization.
- Directing external calls to designated departments or individuals.
- Transferring internal calls across departments and between staff.
- Relaying written or verbal messages in a timely and accurate manner.
- Keeping records of calls placed and charges incurred.
- Assisting with other administrative duties, including copying, scanning, faxing, and emailing.
Marginal Functions:
- Perform other duties as assigned.
- Interface positively with other departments, offering assistance when needed.
- Displays care in use of equipment and maintains an organized and professional work environment.
Position Requirements:
Minimum Knowledge & Skills:
- Must have basic knowledge of Microsoft Word and Excel.
Formal Education and Job-Related Experience:
- This position requires a minimum formal education of a high school diploma. Some experience with Opera property management system, though not required, would be beneficial.
License, Registration, and/or Certification Required:
- Valid Driver's License required
External and Internal Personal Contact:
Communications:
- Daily - Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations needs
- Weekly - Communicate with Concierge, front office and Sales departments to ensure upcoming reservations needs are communicated
- Occasionally - Participate in one-on-one coaching sessions.
- Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.
Additional Licenses and/or Certifications Required:
YES
NO
Valid Driver's License
X
CPR Certification
X
Food Protection Manager Certification
X
Food Handler Certification
X
Alcohol Server/Seller Certification
X
Position Analysis/Specifications:
N/A
(Not Applicable)
OCCASIONAL
FREQUENTLY
Sitting
X
Standing
X
Walking
X
Bending Over
X
Crawling
X
Reaching
X
Crouching
X
Kneeling
X
Balancing
X
Pushing / Pulling
X
Lifting / Carrying:
10 lbs. or less
X
11 to 25 lbs.
X
26 to 50 lbs.
X
51 to 70 lbs.
X
Manual Dexterity
X
Fine Motor Skills
X
Gross Motor Skills
X
Eye / Hand Coordination
X
Near Vision
X
Far Vision
X
Color Recognition