Job Description

**Job Summary:**

The Front Desk Staff is responsible for various front desk duties, including but not limited to check-in, check-out, telephone assistance, reservations, and activity coordination. Our resort takes pride in the personalized service we provide. Therefore, we expect our Front Desk Staff to maintain a high level of integrity and professionalism while attending to our guests' needs.

**Basic Responsibilities:**

1. Greet all incoming owners and guests.

2. Report any unresolved issues with owners or guests to the General Manager.

3. Research and address owner complaints, comments, or questions as appropriate.

4. Have a good working knowledge of the 9900 system to answer owner questions, rental inquiries, and make reservations.

5. Review the owner arrival list weekly; collect delinquent accounts upon arrival.

6. Maintain files for association correspondence, invoices, and contracts.

7. Monitor exchange confirmations and report any discrepancies to the General Manager.

8. Be familiar with exchange programs and able to answer standard owner questions.

9. Prepare a weekly neighbor list for use by the resort and occupants.

10. Keep records of all rental units and availability; contact owners as needed.

11. Be familiar with rental agreements and complete the necessary paperwork for renting a unit.

12. Collect payments due for the rental program and maintenance fees.

13. Assist the General Manager in enforcing the rules and regulations set forth by the Board of Directors.

14. Help with the activity program.

15. Keep the office area neat and tidy.

16. Answer the telephone in a courteous and professional manner.

17. Assume additional responsibilities as delegated by the General Manager.

18. Report to work according to the schedule, ready to work in uniform or appropriate attire.

19. Participate in all required weekly owner meetings and computer training sessions.

20. Prepare a cleaning schedule that optimizes service for outgoing and incoming guests.

21. Conduct oneself in a professional manner at all times.

22. Follow all rules and regulations as established in the latest Employee Handbook.

**Qualifications:**

- Ability to effectively address guest issues in the absence of supervisory staff and resolve unusual or difficult situations to the guests’ satisfaction.

- A friendly and helpful demeanor, with the ability to accept constructive criticism.

- Proficiency in mathematical calculations and familiarity with Microsoft Office or similar business software.

- Frequent standing and effective communication abilities; occasional requirements include walking, sitting, stooping, kneeling, crouching, or crawling.

- Bilingual skills are a plus but not required.