Front Desk Agent

Summary of Position:

The Front Office Agent is responsible for providing welcoming, friendly, efficient, resourceful and hospitable service at the front desk, including check in and check out and guest resolution.

• Complete the registration process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest’s reservation and making changes as necessary
• Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo  check-in.
• Handle cash, make change and balance an assigned house bank.
• Accept and record vouchers, traveler checks, and other forms of payment.
• Post charges to guest rooms and house accounts using the computer.
• Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests
• Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages, mail and facsimiles for guests as requested.
• Close guest accounts at the time of check out ensuring the guest’s stay was enjoyable, resolving issues as necessary
• Providing safety deposit boxes, upon request
• Arrange registration cards and complete bucket check
• Other tasks as assigned by Front Office Supervisor/Assistant FO Mgr/FO Mgr/Director of Rooms
• Incorporate the Mystery Shopper Standards into every interaction

Education: High School Graduate or equivalent required; college education highly preferred

Experience: Prior supervisory experience preferred.

Certificates or Licenses: N/A

• Ability to train and supervise with strong leadership skills
• Ability to make quick and efficient decisions to benefit the team and guest.
• Ability to memorize and perform Resort Standards, AAA standards, and Mystery shopper standards
• Ability to use a moderately complex computer system and troubleshoot software problems
• Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.
• Must type a minimum of 15 WPM

• Behaves with HEART:
  Helpful Ethical Attentive Resourceful Thankful
• Communicates effectively:
  Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language
• Professional Appearance:
  Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review)

Attendance as scheduled is a critical element in all positions at The Scott Resort & Spa.