Resort Reception Agent

**JOB SUMMARY**:
The Resort Reception Agent is responsible for providing friendly, welcoming and efficient service to all guests, whether it be in person, over the telephone, electronically and ensuring adheres to SOFIEN Management Ltd mission statement.

The main purpose of the Resort Reception Agents are to respond to guest’s requests, reservations, upselling, assigning of accommodation and communication between departments at the resort. They are also part of the emergency plan at the resort.

**RESPONSIBILTIES**:

- To understand front of house duties including, meeting, greeting and attending to the needs of the guests, to ensure a superb customer service experience.
- To build a good rapport with all guests and resolve complaints / issues quickly to maintain high quality customer service.
- To deal with guest requests to ensure a comfortable and pleasant stay.
- To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible.
- To be responsible for accurate and efficient accounts and guest billing processes.
- To assist in keeping the work environment neat, clean and organized always.
- Familiar with property facilities, villas and website and placed of interest.
- To be aware of and complete opening / daily and closing duties.
- Knows the credit policy/ cancellation policy / guarantees / advanced deposits/ and rate codes including black out dates, track future arrivals and availability.
- Help develop revenue opportunities.
- To administer all routes of reservations to ensure all reservations / bookings are made and recorded accurately. Third party website bookings.
- To ensure that all reservations / modifications and cancellations are processed efficiently.
- Prepare arrivals and reservations for SPA.
- Assist with pre-SPA and post SPA booking including merchandise and selling of services and SPA Garden and maintaining the SPA on a daily basis.
- Acknowledgement of owners, VIP, special attention guests.
- To keep up to date on promotions, rates, availability and provide accurate information to guests.
- Always maintain confidentiality and adhere to Standard Operating Procedures and Policies and government guidelines.
- To report and maintenance, breakage, cleanliness issues to the relevant departments.
- Report any owner issues to the resort general manager / SOFIEN Management.
- To undertake all training as required, (e.g. orientation, product knowledge, health and safety, reservation programs, customer service).
- To adhere to all fire, life and safety program and involved in the fire, life and safety programs at the resort.
- To undertake any duties, assignments as and when required

**COMPETENCIES**:

- Strong guest focus - exceptional customer service skills, maintains professionalism with members and peers
- Excellent communication skills - strong English communication skills both verbal and written
- Strong interpersonal skills - approachable and creates a positive environment for members and peers
- Self driven - strong work ethic and takes pride in their work
- Organized and detail oriented - strives for high quality in their work
- Punctual and reliable - can always be counted on
- Team focused - collaborates and communicates with peers positively
- A friendly and warm approach.
- High standard of dress and presentation.
- Ability to remain calm during difficult situations or in a very busy work environment.
- Ability to multitask.
- The ability to work unsupervised.
- Excellent interpersonal skills, including a pleasant telephone manner.
- Sales, upselling skills.
- Teamwork skills.
- Previous experience with reservations systems.

**Skills & Experience (Desirable).**
- Previous customer service experience.
- Pervious experience in hospitality.
- Previous experience in sales / reservations.
- Cash handing / transactions.
- Previous experience in Health & Safety including emergency situations.

**Job Application Process**:
Please note, a valid Canadian work permit is required. be legally entitled to work in Canada.

**Job Types**: Full-time, Part-time, Permanent

**Salary**: From $20.00 per hour

Schedule:

- 8 hour shift

Supplemental pay types:

- Overtime pay

**Experience**:

- customer service: 1 year (preferred)

Work Location: In person