Front Desk Agent, Historic Inn

OLD EDWARDS HOSPITALITY GROUP•Highlands, NC

5d•Onsite

About The Position

The Front Desk Agent regularly interacts with guests, and they are responsible for checking guests in and out of the Hotel system, performing concierge duties and making and altering reservations. They are readily available and eager to assist guests with their inquiries, issues, and conversations.

Requirements

Prior work experience as a front desk agent preferred.
College degree in a hospitality related field preferred but not required. Additional related certifications preferred but not required.
Hands-on experience with office machines (computers, fax, printers, etc.), thorough knowledge of customer service, multitasking, organizational and problem-solving skills, valid driver’s license and clean driving record
Proficient use of English (oral and written), second language helpful, customer service and problem resolution oriented
Must have ability to apply common sense understanding to carry out instructions furnished in written, oral or diagram form. Must have ability to deal with problems involving several variables.
The employee is regularly required to stand and sit for periods of time, walk the property, and climb stairs. The employee must occasionally lift and/or move up to fifty pounds.

Responsibilities

Perform check-ins, property orientations, and check-outs
Respond to guest inquiries, deliver items to guest rooms
Address billing inquiries
Receive and appropriately address guest complaints utilizing the PRL (prompt response log) and GPR (guest problem resolution) systems and involving management when necessary
Perform opening and closing checklists
Receive and pass on pertinent information from shift to shift
Analyze guest information and ensure accuracy consistently and proactively
Learn and understand information about events on property, hours of operation for each Old Edwards outlet, and transportation schedules
Be familiar and knowledgeable with the town of Highlands and being able to assist guests with recommendations, general knowledge, and reservations
Due to the nature of this position, confidentiality is required at all times
Other duties and responsibilities may be assigned at the discretion of the front desk supervisor