Summary : The Front Desk Agent is responsible for providing attentive, courteous and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy.
Education & Experience: - College course work in related field helpful.
- Experience in a hotel or a related field preferred.
- High School diploma or equivalent required.
- Computer experience preferred.
Essential Duties and Responsibilities: - Approach all encounters with guests and employees in a friendly, service-oriented manner.
- Maintain high standards of personal appearance and grooming, which include wearing the proper uniform and nametag when working.
- Maintain regular attendance in compliance with The Peaks Resort standards, as required by scheduling which will vary according to the needs of the hotel.
- Comply at all times with The Peaks Resort standards and regulations to encourage safe and efficient hotel operations.
- Maintain a warm and friendly demeanor at all times.
- Employees must at all times be attentive, friendly, helpful and courteous to all guests, managers and fellow employees.
- Establish and maintain good communications and team work with fellow employees and other departments within the hotel.
- Greet and welcome all guests approaching the Front Desk in accordance with The Peaks Resort standards.
- Maintain proper operation of the PBX console and ensure that all hotel standards are met (if applicable).
- Answer guest inquiries about hotel services, facilities and hours of operation in a timely manner.
- Ensure logging and delivery of packages, mail and messages to guests and meeting rooms.
- Review Front Office log and Trace File daily.
- Answer inquiries from guests regarding restaurants, transportation, entertainment, etc.
- Follow all cash handling and credit policies.
- Be aware of all rates, packages and special promotions as listed in the Red Book.
- Be familiar with all in-house groups.
- Be aware of closed out and restricted dates.
- Obtain all necessary information when taking room reservations and follow the rate-quoting scenario.
- Be familiar with hospitality terminology.
- Have knowledge of emergency procedures and assist as needed.
- Handle check-ins and checkouts in a friendly, efficient and courteous manner.
- Use proper two-way radio etiquette at all times when communicating with other employees.
- Fully comprehend and be able to operate all relevant aspects of the Front Desk computer system.
- Be able to perform and complete all tasks and duties on the shift checklist in a timely and efficient manner.
- Be able to complete a bucket check, room rate verification report, and housekeeping report.
- Balance and prepare individual paperwork for closing of shift according to hotel standards.
- Maintain and market promotions and guest programs.
Marginal:
- Maintain a clean work area.
- Assist guests with safe deposit boxes.
- Attend meetings/training as required by management.
- Perform other duties as requested by management.
Supervisory Responsibilities: The position has no supervisory responsibilities.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Language Skills: - Must be effective at listening to, understanding, and clarifying the concerns and issues raised by co-workers and guests.
- Must be able to convey information and ideas clearly
Reasoning Ability: - Ability to deal with standardized situations with only occasional or no variables
- Must be effective in handling problems in the workplace, including anticipating, preventing, identifying and solving problems as necessary.
- Must be able to show initiative in job performance, including anticipating what needs to be done before it becomes a necessity.
- Must be able to evaluate and select among alternative courses of action quickly and accurately.
- Must have the ability to assimilate complex information, data, etc., from disparate sources and consider, adjust or modify to meet the constraints of the particular need.
- Must be able to work with and understand financial information and data, and basic arithmetic functions.
Other Qualifications: - Must be able to work nights, weekends, holidays and overtime.
- Must be able to multi task.
- Must routinely meet deadlines
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to function effectively at elevations of 10,000 feet or higher.
- Flexible and long hours sometimes required, including holidays and weekends.
- Medium work - Exerting up to 20 pounds of force occasionally, and/or 10 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
- While performing the duties of this Job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl and talk or hear. The employee is occasionally required to sit.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly exposed to outside weather conditions. The pay rate for this position is $19.00-$20.00/hr DOE. Benefits include ski pass, dependent passes (for full time commitment), discounted lift tickets, lift tickets at other CO resorts, discounted employee shuttles and discounted meals and lodging and ski school discounts