Front Desk Agent

Lifting / Carrying: 10 lbs. or less

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 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

• 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

• 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…