Front Desk Service Agent

Job Title**:Front Desk Service Agent**

Department**:Accommodations**

Reports to**:Front Desk Supervisor/ Hotel Manager**

**JOB SUMMARY**:
The Front Desk Service Agent plays a very important role in our guest experience. Many times, you may be the first and the last contact that a guest has with the Crown Isle Resort. You must portray an upbeat, friendly and calm demeanor at all times while assisting guests checking in and out. You must be able to assist with inquires, problems and complaints and take responsibility in a positive and proactive manner.

**JOB RESPONSIBILITIES**:

- Greeting and thanking all guest in a sincere and friendly manner
- Checking guests in on arrival and out on departure
- Posting charges to appropriate guest accounts
- Anticipating and addressing guests needs and resolving their problems and complaints
- Answering phones and taking reservations when reservations desk is not available
- Collaborating and communicating with other departments to ensure guest satisfaction
- Complying with company procedures and safety policies
- Receive payments from club members on their accounts
- Work with and balance a cash float for newspaper sales
- Manage all resort keys signing in and out ie: Mini Homes and Museum Keys
- Take gym bookings and selling of gym memberships
- Look after servers with Due Backs (tips)
- Create packages for “Room Drops” and deliver to proper rooms
- Book tee times when Golf Shop staff are not available
- Look after and take bookings for ¼ Share owners
- Selling Special Event tickets and taking reservations ie: Mother’s Days Brunch
- During Covid take all arriving employees’ temperatures
- Performing all other assigned duties

**ORGANIZATIONAL STRUCTURE**:Front Desk Guest Agents report to the Front Desk Supervisor and/or the Accommodations Manager

**COMMUNICATION**:The Front Desk Guest Agent will maintain effective communication with guests and fellow team members. Specific forms of communication include answering phones, answering questions, making suggestions to upsell rooms, making recommendations about the local area, actively listening to guests’ issues or problems, find solutions to those problems.
- Job Requirements/Qualifications:

- **JOB QUALIFICATIONS**:
To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**LANGUAGE SKILLS & REASONING ABILITY**:
Front Desk Agents must have the ability to read and comprehend simple instructions, short correspondence and memorandums. They must have the ability to effectively present information both in one on one, and small group situations with guests and fellow team members. Speak effectively to people of different cultures and backgrounds
- Front Desk Agents must have the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. They must have the ability to interpret a variety of instructions furnished in written, oral or schedule form.

**PHYSICAL DEMANDS**:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of a Front Desk Agents job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the Front Desk Agent is regularly required to stand; walk; use hands to touch, handle or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; talk and hear; lift and/or move up to 25 pounds.
- Front Desk Agents must have vision abilities required by this job to include short distance vision and long-distance vision.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

v The noise level in the Front Desk Agents work environment is usually moderate.
- Salary/Wage: BOE
- Job Application Process: