Front Desk Agent
Job Details
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Seascape Resort - Aptos, CA
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None
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Description

SUMMARY: Front Desk Agent is responsible for providing excellent guest service and duties during guest check-in and check-out. The Front Desk Agent also takes hotel reservations and provides assistance with PBX operations and concierge services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Greet guests in a friendly manner and follow check in procedures.
  • Take payments and post accurately to guest accounts.
  • Follow set polices regarding cash handling.
  • Communicate with other departments in a friendly and professional manner.
  • Be aware of local attractions and restaurants and make recommendations to guests.
  • Handle incoming telephone calls and other guest communication in a discreet fashion.
  • Accurately communicate with other shifts regarding issues arising from day to day operations.
  • Provide gracious and efficient telephone service as it relates to general PBX services. Calls should be answered promptly and knowledgeably, always ensuring complete and accurate information.
  • Complete all items as listed on shift checklists.
  • Adhere to all cashiering procedures: open, secure and balance out shift banks to include the verification of all cash, credit card, and check transactions during a given shift.
  • Completes departure report and follows up with the Housekeeping department on late check-outs.
  • Reviews discrepancy report from Housekeeping; resolves discrepancies.
  • Issue guest safety deposit boxes as requested.
  • Maintain complete knowledge at all times of: all hotel features/services, hours of operation, all room types, numbers, layout, décor, appointments and location, all room rates, special packages and promotions, daily house count and expected arrivals/departures, room availability status for any given day, and scheduled daily group activities.
  • Communicate services and amenities of the hotel to guests.
  • Assist with Concierge services.
  • Log all guest service requests and follow through to ensure requests are met.
  • Access the hotel property management system (Maestro).
  • Complete additional duties as assigned by the Front Office Manager.
  • Coordinate with other departments to insure quality guest satisfaction.
  • Support safe work habits and contribute to a safe working environment at all times.
  • Follow directions, get along with co-workers and supervisors, treat co-workers, supervisors and guests with respect and courtesy, contributes to a positive and rewarding team environment and refrains from abusive, insubordinate and/or violent behavior.
  • Perform other related duties as requested by the supervisor.
Qualifications

QUALIFICATIONS, SKILLS & ABILITIES:

  • Ability to actively attend to, convey, and understand the comments and questions of others.
  • Solves problems and/or suggest alternatives to previous arrangements if necessary.
  • Ability to organize effectively.
  • Ability to multi task effectively.
  • Ability to get along well with a variety of personalities and individuals.
  • Ability to show consideration for and maintain good relations with others.
  • Ability to accept responsibility and account for his/her actions.
  • Ability to take care of the customers’ needs while following company procedures in a calm and efficient manner.

EDUCATION AND/OR EXPERIENCE:

  • Two year’s related hotel/resort industry experience and/or training.
  • High school or GED graduate. 

LANGUAGE SKILLS:  

  • Ability to read, comprehend and provide instructions, both written and verbal.
  • Ability to effectively present information to individuals and all sizes of groups (i.e. clients, customers,       guests, associates, managers etc.). 

COMPUTER SKILLS (FOR ADMINISTRATION OR MANAGEMENT POSITIONS):

  • Must possess computer skills, including, but not limited to, Microsoft Word, Excel, Outlook, PowerPoint and Maestro experience a plus.
  • Proficient in Outlook and Internet applications.

CERTIFICATES & LICENSES:

  • Must provide valid document(s) to work in the US.
  • Valid California Driver License is required (for specific positions).

WORK ENVIRONMENT:
The work environment at Resort ranges from winter time lows of 30 degrees to summer time highs to 80+ degrees. While performing these duties the employee may be exposed to outdoor and inclement weather conditions.

PHYSICAL DEMANDS:
While performing the duties of this job, the employee must be able to:

  • Use hands to finger, handle, or feel; and talk or hear. 
  • Specific vision abilities required by this job include close vision.
  • Lift 25-50 lbs. (for specific positions)
  • Sit, stand and walk for long periods of time.
  • Reasonable accommodations made to enable individuals with disabilities to perform the essential functions.
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