Front Desk Agent

All Career•Pine Mountain, GA

2d•Onsite

About The Position

This role is responsible for approaching all encounters with guests and team members in a friendly, service-oriented manner. The Front Desk Agent will maintain regular attendance, high standards of personal appearance and grooming, and comply with all standards and regulations to encourage safe and efficient operations. Key duties include assisting with check-ins, check-outs, and walk-in reservations, monitoring no-shows and cancellations, greeting guests, assisting with requests, resolving complaints, preparing guest arrival packets, distributing reports, monitoring and reporting supplies, and responding to guests via various communication platforms. The agent will also perform other duties as assigned, attend all meetings/training, and possess critical thinking skills to lead and motivate a team, evaluate situations, work under pressure, identify and prevent guest issues, assimilate complex information, and understand financial data. A willingness to anticipate guest needs and work independently is essential.

Requirements

High School Diploma or Equivalent (Required)
Ability and willingness to work any shift. Including holidays and weekends.
Must be a strong ream player with proven leadership, development, delegating and planning skills.
Must be creative, possess proven initiative with the desire to learn and develop.
Ability to understand, follow, and effectively communicate both written & verbally in English
Thorough understanding of basic math and accounting skills.
Ability to make sound decisions with little supervision.
Able to work under pressure in a fast-paced environment
Ability to lift weights up to 30lbs
Ability to stoop, bend, stretch, and lift while performing duties.
Specific vision abilities required by the job include close vision and distance
Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member.
Be able to evaluate and select among alternative courses of action quickly and accurately
Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests.
Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits.
Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need.
Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
Be able to work with and understand financial information and data and perform basic math functions.
A willingness to look several days ahead to know and understand the guest’s needs.
Understanding this role sets our agents up for a successful day.
Ability to work independently and follow standard operating procedures.
Strong customer service and communication skills.
Flexibility to work a schedule that includes weekends, days, evenings, and holidays.
Ability to perform under pressure and multi-task.

Nice To Haves

Knowledge of Opera PMS, Word, and Excel software is preferred.
Ability to multi-task and perform under pressure.
Hotel or resort experience is preferred.
Supervisory experience in a front desk or hospitality setting is preferred.
Post-secondary education in Hotel Management or equivalent is an asset.
Previous Night Audit experience preferred, 6+ months previous work experience in a guest service positions preferably within the hospitality industry.
Experience with Hotel PMS systems such as Opera Cloud.

Responsibilities

Approach all encounters with guests and team members in a friendly, service-oriented manner.
Maintain regular attendance in compliance with Callaway standards, as required by scheduling.
Maintain high standards of personal appearance and grooming which includes appropriate uniform and nametag when working.
Always comply with Callaway standards and regulations to encourage safe and efficient operations.
Assist with check ins, check outs and walk in reservations.
Monitor no shows and cancellations.
Greeting guests, assist with requests and resolve complaints
Prepare next day’s guest arrival packets
Distribute reports via email & physical
Monitor and report supplies needed for Front Desk agents.
Respond to guests via Zingle, HotSOS, Booking and Expedia.
Perform other duties as assigned by supervisor or management.
Attend all meetings/training as required by supervisor or manager.