Job Description

Overview

The Front Desk Agent often provides the first point of contact for guests and is responsible for creating an excellent first impression. They are responsible for guest registration, room assignments and key control responsibilities. The Front Desk Agent will maintain the AAA Four Diamond standards.

The Front Desk Agent will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. He/She/They shall strive to deliver exceptional service to all internal and external guests at all times. In this role, they are responsible for exemplifying the Sunriver Resort Culture and actively supporting our Vision and Mission to be the destination of choice for our guests, owners, and associates.

Responsibilities

• Greets and welcomes guests upon arrival and departure including use of guest name & good eye contact with each guest
• Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
• Follows proper check-in procedures
• Registers guests into computer system, verifying registration, address and credit information
• Accepts payment for guests’ accountants both at the time of registration and check out
• Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
• Maintains accurate records of room availability
• Be knowledgeable of all tours/groups
• Responsible for key control
• Completes appropriate front office reports
• Resolves problems arising from guest complaints and provides prompt follow-up
• Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
• Attends appropriate resort, division and department meetings
• Assures guest service standards are being applied by all guest services team
• Assists with maintaining a strong morale and spirit throughout the guest services team
• Maintains records for all VIPs, special requests, etc.
• Maintains an up to date working knowledge of all resort amenities as well as any special events
• Familiar with all resort services/features and local attractions/activities to respond to guest inquiries accurately and creatively
• Makes dining , tour and activity reservations for guests
• Accepts incoming guest correspondence and transmits appropriately
• Upsells other resort services and amenities to guests including Destination Delivers
• Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
• Answers incoming guest calls, transfers calls appropriately and relays messages accurately
• Receives and sends guest faxes
• Assists guests with incoming packages
• Arranges bell service for guests
• Schedules travel arrangements for guests
• Assists with luggage storage and retrieval
• Opens car doors for guests
• Valet parks cars
• Maintains knowledge of valet parking lot flow
• Performs special deliveries or errands for guests
• Delivers automobiles to guests ready to drive, which will require snow removal during winter season
• Provides transportation throughout Sunriver, Mt. Bachelor and surrounding area as needed
• Maintains traffic control ensuring fire lanes are kept clear
• Provides daily custodial duties for the inside and outside of main lodge and parking areas
• Maintain a clean lobby, entrance and parking lot presence
• Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.
• Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
• Monitor and maintain cleanliness, sanitation and organization of assigned work areas including company vehicles

Qualifications

EXPERIENCE & EDUCATION:

• High school diploma or equivalent
• Prior hospitality experience preferred
• At least one year customer service experience preferred

JOB REQUIRMENTS:

• Must have excellent phone etiquette
• Must have strong computer skills
• Must have strong working knowledge of Microsoft Office programs
• Must be able to work in a fast paced environment
• Ability to work a flexible schedule that may include evenings, weekends and holidays
• Must have the ability to deal effectively and interact well with the guests and associates
• Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
• Must have a passion for creating an exceptional experience for all guests

WORKING CONDITIONS:

• Must be able to stand on feet throughout the shift, with intermittent periods of walking;
• Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance;
• Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat).

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