The Wilde Resort and Spa - Bell Attendant, Front Desk Agent

Lodging Dynamics•Sedona, AZ

About The Position

The ideal candidate will work as Bell Attendant or Front Desk Agent, based on business demands. Life as a Bell Attendant Life as a Bell Attendant centers around delivering exceptional guest service through warm welcomes, luggage assistance, and knowledgeable support. Bell Attendants escort guests to and from their rooms, explain room features and safety procedures, and promote hotel services. They manage baggage storage and transportation, deliver items and amenities to rooms, and assist with loading and unloading vehicles. In addition to providing door assistance, they offer concierge-style services such as making reservations and sharing local knowledge. Bell attendants also support the front desk with errands and phone coverage, coordinate with other departments, and ensure all guest needs are met efficiently and professionally to enhance the overall guest experience. Life as a front desk agent involves providing exceptional guest service through a variety of responsibilities, including booking reservations, checking guests in and out, and handling VIP and group arrivals with efficiency and courtesy. The role requires strong communication and organizational skills, as agents must manage phone calls, direct messages, and resolve guest complaints promptly and professionally. Front desk agents also protect sensitive guest information and consistently use up-selling techniques to optimize room revenue. A key part of the job is ensuring guest satisfaction by responding quickly to requests or concerns and following up to guarantee a positive experience.

Requirements

High school or equivalent education
Bell Services and/or Front Desk Agent experience
Good understanding of procedures and practices in the hospitality industry.
Excellent written and verbal communication skills.
Strong organizational and time management skills.
The ability to provide exceptional customer service.
Possess basic computational ability and computer skills.

Responsibilities

Welcome and escort guests to and from their rooms and assist with luggage.
Inform guests of all safety features, and promote hotel outlets.
Inform guests of unique features offered in rooms.
Provide door assistance and luggage service to the guests, including delivery of items to guest rooms.
Store guest baggage upon request and assist with the loading and unloading of baggage into and out of automobiles.
Answer all guest questions accurately and resolve problems in a timely manner ensuring guest satisfaction.
Make restaurant, transportation, and/or entertainment reservations for guests, plus other Concierge services as requested and have thorough knowledge of hotel amenities, company, and local area & attractions.
Handle all group baggage transfers and amenity deliveries to ensure proper handling and completion.
Adhere to all established procedures for securing Guest luggage and items of value.
Communicate with other hotel departments to maintain a high level of guest satisfaction.
Prepare and deliver guest amenities.
Assist Front Desk with errands.
Assist with answering phones at the Front Desk.
Books guest reservations and/or coordinates with reservation center.
Registers guests into the hotel in a prompt and courteous manner using up-selling techniques to maximize room rates; prepares for group check-ins, check-outs, and VIP arrivals.
Greets, registers, and assigns rooms to guests.
Handles confidential information, including guest records, with a high degree of integrity.
Answers and routes call as appropriate; takes guest messages with accuracy.
Resolves minor guest complaints to the satisfaction of the customer; informs supervisor of major problems, complaints, disturbances or unhappy guests.
Respond quickly to guest requests or complaints in a friendly manner and appropriate action is taken.
Follow up to ensure guest satisfaction.