Guest Services Associate​/Front Desk Agent

Description

The Guest Services Associate/Front Desk Agent is responsible for welcoming guests, managing online and telephone reservations, verifying and processing guest payments. This role is expected to be attentive toegt … to make them feel welcome, comfortable, important, and relaxed. The Guest Services Associate/Front Desk Agent will provide guests with general information about the hotel and surrounding areas.

Qualifications

• High school diploma/GED required.
• Front desk experience in the hospitality industry preferred.
• Familiarity with hospitality software a plus
• Must be able to work a flexible schedule to include early morning and late-night shifts, including weekends.
• Must be able to be on their feet and move around (stand or walk for an extended time) and take a hands‑on approach々 work (move, lift, carry, push, pull, and place objects weighing less than or equal to 20 pounds without assistance).

Key Skills

• Excellent customer service skills.
• Abilityreater to speak with others using clear and professional language; prepare and review written documents accurately and completely; answer telephones using appropriate etiquette.
• Excellent attention to detail.
• Strong organizational and time management skills.
• Effective and efficient at multi‑tasking in pressure situations.

Core Responsibilities

• Check guests in and out efficiently and in a welcoming manner. Issue room keys, and direct guests to rooms and amenities.
• Be knowledgeable of all resort activities, events, restaurants, transportation, the town and surrounding areas.
• Develop a thorough knowledge of hotel staff, room locations, room rates, amenities and selling strategies.
• Handle guest special requests, block rooms and monitor room availability.
• Promptly and effectively work with guests' requests, and complaints.
• Take reservation requests quickly and efficiently.
• Answer resort telephone line in accordance with standards of proper telephone etiquette.
• Communicate and collaborate across resort departments to ensure prompt response to guests’ needs.
• Report any accidents or injuries to senior management staff immediately.