Front Desk Agent

Sunriver Resort•Sunriver, OR

3d•Onsite

About The Position

The Front Desk Agent often provides the first point of contact for guests and is responsible for creating an excellent first impression. They are responsible for guest registration, room assignments and key control responsibilities. The Front Desk Agent will maintain the AAA Four Diamond standards. The Front Desk Agent will always conduct themselves in manner which supports the Core Values of Sunriver Resort: Trust, Open & Honest Communication, and Commitment. He/She/They shall strive to deliver exceptional service to all internal and external guests at all times. In this role, they are responsible for exemplifying the Sunriver Resort Culture and actively supporting our Vision and Mission to be the destination of choice for our guests, owners, and associates.

Requirements

High school diploma or equivalent
Prior hospitality experience preferred
At least one year customer service experience preferred
Must have excellent phone etiquette
Must have strong computer skills
Must have strong working knowledge of Microsoft Office programs
Must be able to work in a fast paced environment
Ability to work a flexible schedule that may include evenings, weekends and holidays
Must have the ability to deal effectively and interact well with the guests and associates
Must have the ability to resolve problems/conflicts in a diplomatic and tactful manner
Must have a passion for creating an exceptional experience for all guests
Must be able to stand on feet throughout the shift, with intermittent periods of walking
Must be able to occasionally lift, carry, push & pull up to 50 lbs with assistance
Must be able to climb stairs occasionally, both indoors and outside in a variety of weather conditions (rain, wind, snow, heat)

Responsibilities

Greets and welcomes guests upon arrival and departure including use of guest name & good eye contact with each guest
Anticipate guests’ needs, respond promptly and acknowledge all guests, however busy and whatever time of day
Follows proper check-in procedures
Registers guests into computer system, verifying registration, address and credit information
Accepts payment for guests’ accountants both at the time of registration and check out
Follows set procedures on posting, charges, cashing checks, safe deposits and refunds
Maintains accurate records of room availability
Be knowledgeable of all tours/groups
Responsible for key control
Completes appropriate front office reports
Resolves problems arising from guest complaints and provides prompt follow-up
Works closely with Housekeeping, Engineering, Sales and Conventions to ensure exceptional guest satisfaction
Attends appropriate resort, division and department meetings
Assures guest service standards are being applied by all guest services team
Assists with maintaining a strong morale and spirit throughout the guest services team
Maintains records for all VIPs, special requests, etc.
Maintains an up to date working knowledge of all resort amenities as well as any special events
Familiar with all resort services/features and local attractions/activities to respond to guest inquiries accurately and creatively
Makes dining , tour and activity reservations for guests
Accepts incoming guest correspondence and transmits appropriately
Upsells other resort services and amenities to guests including Destination Delivers
Maintains upkeep of all desk resources, including refilling brochure rack, making copies of flyers when low and keeping desk organized and immaculate
Answers incoming guest calls, transfers calls appropriately and relays messages accurately
Receives and sends guest faxes
Assists guests with incoming packages
Arranges bell service for guests
Schedules travel arrangements for guests
Assists with luggage storage and retrieval
Opens car doors for guests
Valet parks cars
Maintains knowledge of valet parking lot flow
Performs special deliveries or errands for guests
Delivers automobiles to guests ready to drive, which will require snow removal during winter season
Provides transportation throughout Sunriver, Mt. Bachelor and surrounding area as needed
Maintains traffic control ensuring fire lanes are kept clear
Provides daily custodial duties for the inside and outside of main lodge and parking areas
Maintain a clean lobby, entrance and parking lot presence
Maintains constant awareness of safety issues, (i.e. broken glass, frayed electrical cords, leaks, broken locks and suspicious persons). Reports all safety incidents to on-duty supervisor.
Maintain complete knowledge of correct maintenance and use of equipment. Use equipment only as intended
Monitor and maintain cleanliness, sanitation and organization of assigned work areas including company vehicles