Guest Service Agent

Come for a tee time stay for a lifetime”_

Job Title**:Front Desk Service Agent**
Department**:Accommodations**

Reports to**:Villa Guest Services Manager / Villa Rooms Manager**

**_COME PLAY WITH US_**

We believe that the key to our success lies in the quality and dedication of our people; we are a dynamic team, and each of us plays a critical role in striving to provide the best in service to our guests again and again. A big part of who we are and who we strive to become is dependent upon YOU - work hard play hard

**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 an positive and proactive manner.**

**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 Shareowners
- Selling Special Event tickets and taking reservations ie: Mother’s Days Brunch
- Receiving restaurant take-out orders over the phone and processing payment
- 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.

**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.

**EDUCATION**:
Must have a High School diploma, Ged and one to three months of related experience.

**MATHEMATICAL SKILLS**:
Front Desk Agents must have the ability to calculate a guest’s folio, accept payment and make proper change.

**REASON ABILITY**:
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 scheduled 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.

The noise level in the Front Desk Agents' work environment is usually moderate.

**COMMITMENT TO COMMUNITY AND THE ENVIRONMENT**:
As a member of the Crown Isle Resort and Golf Community Team, it is important to monitor and maintain up-to-date knowledge of the social, economic, and political climates in which we operate our business.

One of the strong ethics by which Crown Isle conducts business is through the integrity and commitment to the envi