Front Desk Agent

Ocean House Collection•Westerly, RI

13d

About The Position

The Guest Relations Agent serves as the guest liaison for both resort and non-resort services to our guests. Constantly and consistently exhibit Weekapaug core values and standards of behavior including adherence to the Forbes 5-Star standards. The ideal candidate will proactively greet guests warmly and provide a pleasant and comfortable experience. Where possible, proactively offer services, activities or resolutions that are personalized to the guests needs. In addition, possess an exceptional ability to engage in friendly, polite conversation even if a guest becomes upset.

Requirements

High School Diploma, GED, or comparable certification
Has used a telephone for verbal communications.
Comprehending basic computer & typing skills.
Experience working with Microsoft Office programs such as Word, Excel, and Exchange (email)
The ability to answer, listen and communicate clearly with callers and team members.
Fluency in English both verbally and in writing
Ability to perform job functions with attention to detail, speed, and accuracy under pressure of tense/confrontational situations.
Uphold the Company standards, policies, and procedures.
Prioritize and organize tasks and work area.
Ability to remain calm and resolve problems using good judgement as interpreted by the management.
Follow directions.
Work cohesively with co-workers as part of a team
Maintain confidentiality of guest/employee information and pertinent company data

Nice To Haves

Experience in a call center or administrative role preferred.
Experience in a guest-facing service role preferred.
Luxury hospitality experience preferred.
Time spent in a high-pressure, high-volume atmosphere preferred.
Previous experience on a professional team preferred.

Responsibilities

Must speak clearly, understandably and have exceptional conversation and telephone skills.
Pro-actively engage all guests approaching the desk and respond with positive and engaging conversation, addressing guest concerns or questions.
Utilize computer systems to enter registration information efficiently and accurately.
Ability to maintain engaged conversation while using computer equipment.
Follow proper procedures related to collection of payment, dates of stay and guest contact information.
Efficiently complete check-out transactions with guests in a friendly manner and invite them to return soon.
Assist Destination Service Agent with overflow of calls and transfer callers to appropriate extension as necessary.
Complete required reports and paperwork as directed by supervisor.
Maintain room number, key and credit card information control and confidentiality.
Responsible for practicing, managing, and promoting OHM’s Mission and Values so that it becomes an intricate part of the everyday operation.
Represent the Company with a positive attitude and professional attire.
Follow sustainability guidelines and practices related to Ocean House Collection’s sustainability programs.
Carry out any other duties which fall within the broad spirit, scope, and purpose of this job description and which are commensurate with the role.
Other duties as assigned.