Front Desk Agent - Part-Time

Sunriver Resort•Sunriver, OR

11d

About The Position

The Front Desk Agent is often the first point of contact for guests and is responsible for creating an excellent first impression. The role includes guest registration, room assignments, key control, and maintaining AAA Four Diamond standards. The agent is expected to support Sunriver Resort’s Core Values of Trust, Open & Honest Communication, and Commitment; deliver exceptional service to internal and external guests; exemplify the resort’s culture; and support its vision and mission.

Requirements

High school diploma or equivalent.
Excellent phone etiquette.
Strong computer skills.
Strong working knowledge of Microsoft Office programs.
Ability to work in a fast-paced environment.
Ability to work a flexible schedule that may include evenings, weekends, and holidays.
Ability to interact effectively with guests and associates.
Ability to resolve problems and conflicts diplomatically and tactfully.
Passion for creating an exceptional experience for guests.
Ability to stand throughout the shift, with intermittent periods of walking.
Ability to occasionally lift, carry, push, and pull up to 50 pounds with assistance.
Ability to occasionally climb stairs indoors and outdoors in a variety of weather conditions, including rain, wind, snow, and heat.

Nice To Haves

Prior hospitality experience preferred.
At least one year of customer service experience preferred.

Responsibilities

Greet and welcome guests upon arrival and departure, using guests’ names and maintaining good eye contact.
Anticipate guests’ needs, respond promptly, and acknowledge guests regardless of workload or time of day.
Follow proper check-in procedures and register guests in the computer system, verifying registration, address, and credit information.
Accept guest payments at registration and checkout; follow procedures for posting charges, cashing checks, safe deposits, and refunds.
Maintain accurate records of room availability and records of VIPs and special requests.
Maintain key control and complete appropriate front office reports.
Remain knowledgeable about tours, groups, resort amenities, special events, services, features, local attractions, and activities; respond accurately and creatively to guest inquiries.
Resolve guest complaints and problems and provide prompt follow-up.
Work closely with Housekeeping, Engineering, Sales, and Conventions to support guest satisfaction.
Attend appropriate resort, division, and department meetings; help ensure guest service standards are applied and maintain team morale and spirit.
Make dining, tour, and activity reservations; accept incoming guest correspondence and transmit it appropriately.
Upsell resort services and amenities, including Destination Delivers.
Maintain desk resources, including brochure racks and flyers, and keep the desk organized and immaculate.
Answer incoming guest calls, transfer calls appropriately, relay messages accurately, and receive and send guest faxes.
Assist guests with incoming packages, bell service, travel arrangements, luggage storage and retrieval, and special deliveries or errands.
Open car doors, valet park cars, maintain knowledge of valet parking lot flow, and deliver automobiles ready to drive, including snow removal during winter.
Provide transportation throughout Sunriver, Mt. Bachelor, and surrounding areas as needed.
Maintain traffic control and keep fire lanes clear.
Perform daily custodial duties inside and outside the main lodge and in parking areas; maintain a clean lobby, entrance, and parking lot.
Remain alert to safety issues and report incidents to the on-duty supervisor.
Know the correct maintenance and use of equipment and use it only as intended.
Monitor and maintain cleanliness, sanitation, and organization of assigned work areas, including company vehicles.