Guest Service Agent
: Job Details :

DescriptionAt Turf Valley Resort, we pride ourselves on providing a relaxing, peaceful atmosphere to ensure deep relaxation, as well as a peaceful retreat. Our resort offers breathtakingly scenic views of gently waning sunsets, which overlook the pinnacle of our property, as well as our newly renovated and carefully maintained golf courses. Located in Central Maryland, we are a short drive from Baltimore and Washington, DC. Turf Valley offers an inclusive and diversified work environment that emphasizes teamwork and career growth. We pride ourselves on being a family owned and operated business, and we truly see our employees as an extension of the family. Come join the family and see why 32% of our managers started as hourly employees and 56 % of our employees have been here for 10+ years. Work above par, drive your own cart through life & play the whole 18 holes with us here at Turf Valley Resort.We are looking for a Full-Time Front Desk Agent that can work evenings (3pm-10pm).RESPONSIBILITIES:CUSTOMER SERVICE SKILLS

Answering questions about the Hotel and surrounding areas

Providing directions for the Hotel and surrounding areas

Answering the phones

Handling guest room requests

Problem solving and listening skills

CHECK GUESTS IN AND OUT OF HOTEL EFFICIENTLY

Utilize computer program

Process payment options

Assign a room

Activate a room key

Knowledgeable of Hotel policies and procedures

Make future reservations if necessary for customer

SHIFT PREP WORK

Review number of departures or arrivals for the day

Read daily log book and take action as necessary

Prepare new forms for the day

Request sheet

Start a new key sign-out sheet (signatures accompany all key requests)

Start daily wake up log sheet

Routing checking

Trace file for notes, comp slips, etc.

Ensure that faxes and messages are delivered appropriately

Check for any package deliveries

Paper supplies for the fax machine, copier and printers

Front Desk is fully stocked (pens, folio paper, brochures, etc.)

Registration cards are in the bucket and the bucket check is done on each shift

Vendor dry cleaning status and post valet charges

Event sheets are placed in the appropriate place

BUCKET CHECK

Print a bucket check report

Make sure each occupied room has a registration card in the bucket

Make sure a credit card is on file for each registration

Make sure there are no cash paying guests over their limit

Make sure each registration card is signed and addresses and phone numbers are added to the guest file

Complete disputed charges and cash accounts if necessary

RUN THE FOLLOWING REPORTS:

Print an emergency report at the beginning of each shift

Print a vacant rooms report

Arrivals list for each day

Print an in-house guest ledger for both restaurants

Print a note report for each day and its following day

Print your individual shift audit

Organize your folio receipts accordingly

You are responsible for your individual bank and house monies at all times

At the end of your shift print registration cards and pending mail (PM)

OTHER:

Write package vouchers if necessary

Knowledge of lost and found procedures and theft reports from guests

Reporting unusual requests and problems to managers

Full understanding of fire evacuation and emergency procedures

Understanding and compliance with safety deposit box usage

Physical Demands:1. Standing for 8-Hour Shift2. Occasional Bending and Lifting3. Ability to Use Computer ProficientlyEducation and Work Experience:1. A minimum of 1-2 years of Hotel Front Desk experience preferred2. Excellent Customer Service Skills