Resort Front Desk Agent- TBC & ICH

Looking for a dedicated, team-oriented candidate to join our Front Desk team at two of our St. Augustine, FL property locations!

Work Type:
Full-Time. Year-round position.

Work Hours:

Flexible shifts including 10:00 AM-6:00 PM, 9:00 AM-5:00 PM, & 2:00 PM-10:00 PM.

Must be available to work weekends, holidays and rotating shifts.

Schedule is subject to change based on operational needs.

Robust benefits package available.

This position requires flexibility and the ability to work at two locations:

• The Beach Club ustine at 2 Ocean Trace Rd, St. Augustine, FL 32080.
• The Inn at Camachee Harbor at 201 Yacht Club Dr., St. Augustine, FL 32084.

Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secures payment; activate/reissue room keys. Ensures rates match established codes, and document exceptions. Communicates to appropriate staff when guests are waiting for an available room. Advises guest of messages. Clears departures in computer system. Coordinates with Housekeeping to track room status and guest concerns. Files guest paperwork or documentation.

Operates telephone switchboard station. Runs and checks daily reports, contingency lists, and credit card authorization reports. Supplies guests with directions and information. Answers, records, and processes all guest calls, requests, questions, or concerns; follow up to ensure each has been met to guests’ satisfaction. Counts and secures bank at beginning and end of shift. Processes all payment types, vouchers, paid-outs, charges, and provide change.

Reports accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications. Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates. Comply with quality assurance expectations and standards. Perform other reasonable job duties as requested by Supervisors.

• Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking, and relaying messages, and allowing the caller to end the call.
• Speaks to guests and co-workers using clear, appropriate, and professional language.
• Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
• Talks with and listens to other associates to effectively exchange information.
• Exchanges information with other associates using electronic devices (e.g., pagers and two-way radios, email).
• Activates room keys using electronic key machine and reissue new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
• Ensures rates match market codes and that any exceptions are documented and include an explanation.
• Secures valid form of payment (e.g., credit card, cash) prior to issuing room key.
• Processes all guest check-ins by confirming…