Front Desk Agent

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.

• 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 procedures according to property procedures
• Handle incoming calls to the property and answer calls promptly by the third ring in a courteous manner
• Make pre-arrival calls and mid-stay check-in calls daily
• Perform all accounting duties—including posting charges, account settlements, and shift closing
• Maintain accurate daily event information and post the event sheet daily
• Communicate member and guest questions and requests to appropriate departments and track requests
• Be knowledgeable in hotel and guest room facilities/services
• Be knowledgeable in hotel room rates and selling strategies
• Have awareness of the resort credit policy, 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.
• Add alerts and comments to reservations that are necessary to ensure all guest needs are met
• Block Cottage and Casita reservations to ensure maximum opportunity to sell three-bedroom units
• Assist in taking reservations for hotel outlets and services
• Be detail oriented to ensure that all relevant information is notated and all tasks are complete and communicate as needed with colleagues and other departments
• Remain calm under pressure and use self-control in challenging situations
• Conduct 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 communicate to guests and members
• Ensure 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

• 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

• 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

• Must have basic knowledge of Microsoft Word and Excel

• This position requires a minimum formal education of a high school diploma. Some experience with Opera property…