Front Desk Agent

Front Desk Agent

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.

Essential functions include conducting all check in and checkout procedures for the hotel according to hotel standards, having knowledge of property management systems, handling incoming calls to the property, making pre arrival calls and mid stay check in calls daily, performing all accounting duties including posting charges, account settlements, and shift closing, maintaining accurate daily event information, communicating member and guest questions and requests to appropriate departments and tracking requests, being knowledgeable in hotel and guest room facilities/services, being knowledgeable in hotel room rates and selling strategies, having awareness of the credit policy of the resort, how to credit and bill reservations and how to explain hotel bills and charges, processing all transmissions of reservations, changes and cancellations from all sources, adding alerts and comments to reservation that are necessary to ensure all guest needs are met, blocking cottage and casita reservations to assure maximum opportunity to sell three-bedroom units, assisting in taking reservations for hotel outlets and services, being detail oriented to ensure that all relevant information is notated, and all tasks are complete and communicating as needed with colleagues and other departments, being calm under pressure and using self-control in challenging situations, conducting service recovery as needed to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs, reviewing arrival report daily, understanding the property's policy on guaranteed and no-show reservations and cancellation policy and communicating to guests and members, ensuring 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, delivering "I Am Proud" service standards and department-specific signature touch points, establishing cross-departmental channels of communication among teammates that are consistent and complete.

Additional duties and responsibilities include greeting every guest, member, and team member with "I Am Proud" standards and setting a positive tone for every interaction, providing extraordinary service that is "Enriching by Nature," embracing, embodying, demonstrating, and encouraging wellness and the STRATA virtues through interactions, performance, and commitments, upholding the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values, being empowered to make things go right if they go wrong, giving the guest/member a fond farewell, addressing feedback by utilizing the LEARN Model, demonstrating a professional appearance and being attentive to what matters most, complying with company policies and procedures, observing and adhering 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.

Marginal functions include performing other duties as assigned, interfacing positively with other departments, offering assistance when needed, displaying care in use of equipment and maintaining an organized and professional work environment.

Position requirements include minimum knowledge and skills of basic knowledge of Microsoft Word and Excel, formal education and job-related experience of a high school diploma, and license, registration, and/or certification required of a valid driver's license.