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.

Essential Functions:

• Conduct all check in and checkout procedures for the hotel according to hotel standards
• Have knowledge of Opera Cloud Property management system, Jonas, Jonas Activity management, Kipsu, and Sertifi.
• 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.
• Learn and assist in both Front Desk and Guest Services areas including:
  Concierge, PBX, AM, MID, PM Shifts, Reservations team, Valet. Assisting in other areas/shifts in the Front Desk/Rooms Division

Marginal Functions:

• Perform other duties as assigned.
• Interface positively with other departments, helping when needed.
• Displays care in use of equipment and maintains an organized and professional work environment.

Position Requirements:

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 management system, though not required, would be beneficial.