Front Desk Agent

SUMMARY

The Guest Services Agent will be responsible for providing excellent customer service to guests, including check-in and check-out procedures, answering questions about resort amenities and services, and handling guest complaints or concerns.

Duties/Responsibilities:

• Acts as greeter for guests entering and exiting the front entrance, is always aware of the bell desk and parking lot area to ensure all guests that are in the vicinity are greeted and assistance is provided as needed.
• Acts as a valet by opening car doors as they pull up, parking and retrieving customer cars as needed.
• Assists guests with loading and unloading their luggage/golf clubs from their vehicles and transports luggage to and from their room.
• Checks all guests in to the resort based on established procedures.
• Authorizes guest credit cards at check in for the appropriate charge amount.
• Provides a brief tour of our property to incoming guests not familiar with our property.
• Promptly answers the front desk phone and directs calls to the appropriate location.
• Provides accurate and complete information about the resort and the surrounding area.
• Answers guest questions and provides directions.
• Provides shuttle services for guests and associates.
• Assists with faxing, copying and message taking duties.
• Delivers items to guests such as messages, faxes, packages, and amenities.
• Creates keys for guests as needed and checks their ID.
• Activates the appropriate emergency procedures in the event of a fire, accident, weather, or medical emergency.
• Ensures cleanliness of the Lodge shuttle and reports vehicle issues promptly.
• Keeps lobby area tidy, prepares maps, polishes bell carts and other activities as assigned.
• Incorporates safe work practices in job performance.
• Helps guests with restaurant suggestions and reservations, transportation, and other misc. concierge questions when concierge is not available.
• Goes over guest folios with guests when cashier is not available.
• Performs check out based on established procedures when cashier is not available.
• Assists with reservations (existing and new) when reservations are not available.
• Assists with Spa reservations and maintains basic knowledge of current offerings and specials.
• Performs other duties as assigned.
• Maintains flexibility to take on new and different tasks as directed by the Department Leader.
• Attends staff meetings.