Front Desk Agent

Pyramid Global Hospitality•Roanoke, WV

5d•Onsite

About The Position

The Front Desk Agent welcomes guests and provides customer service throughout check-in and check-out. The role serves as a knowledgeable source of information about resort operations, amenities, services, hotel activities, and the local area, while creating a memorable first impression and responding to guest needs. The agent works with the front desk team to support smooth resort operations and a professional, service-focused guest experience. Stonewall Resort is a lakeside destination featuring an Adirondack-style lodge, cottages, a golf course, and surrounding parkland. The Front Desk Agent may also assist with guest services such as luggage, valet, and shuttle arrangements when Guest Service Agents are unavailable. The position requires schedule flexibility: the front desk is staffed daily from 7 a.m. to 11:30 p.m., with earlier or later hours potentially required during peak seasons. The resort operates seven days a week, 365 days a year, including holidays.

Requirements

Good written and verbal communication skills.
Customer service skills and attention to detail.
Typing and computer skills.
Strong organizational and information-gathering skills and techniques.
Outgoing personality and professional demeanor.
Drive and desire to work and succeed.
Flexibility to work a varied schedule, including holidays, based on business needs.

Nice To Haves

Previous customer service experience preferred.
Supervisory background helpful.

Responsibilities

Greet guests at the front desk and assist with check-in and check-out using a computer.
Answer guest inquiries in a friendly and helpful manner and direct guests to appropriate locations.
Use courteous telephone manners with guests and coworkers.
Maintain knowledge of hotel functions and information that should be shared with guests.
Enter messages and wake-up calls on guest accounts when they were not directed to the operator.
Answer reservation calls accurately and check future availability during reservation off-hours.
Adjust errors and correct discrepancies on guest accounts.
Address guest complaints or concerns and involve a supervisor or manager when appropriate.
Work a varied schedule based on business levels and industry demand, including holidays; earlier or later hours may be required during peak seasons.
Follow safety procedures to maintain a safe working environment.
Follow Stonewall Resort and Benchmark Hospitality International policies and procedures while maintaining professionalism and teamwork in accordance with service standards.
Assess guest requests and offer creative suggestions and recommendations.
Maintain bank accuracy through daily computations and perform daily bank counts and bank drops.
Follow employee handbook, uniform, and grooming standards.
Learn the property layout and direct guests using daily event sheets, meeting plans, CEOs, and other reference materials.
Review daily event sheets, meeting plans, and CEOs to respond knowledgeably to guest and coworker requests, questions, and concerns.
Obtain comment cards from 30% of daily departures.
Arrange luggage, valet, and shuttle assistance when Guest Service Agents are absent.
Provide assistance in other job classifications as determined necessary by the immediate superior.