Front Desk Agent

Riddle's Group • Dubuque, IA

13d

About The Position

The Front Desk Agent is the welcoming face of the resort and provides professional, service-oriented assistance throughout guests’ stays. The role creates positive first and last impressions by addressing guest needs with accuracy, care, and professionalism from check-in through check-out. The agent follows resort procedures, handles guest transactions and reservations, provides information about the resort, and coordinates with other departments to support a seamless guest experience.

Requirements

• Excellent customer service and communication skills.
• Basic computer proficiency.
• Strong telephone etiquette and the ability to build rapport and project a friendly, professional tone.
• Ability to lead by example and maintain a positive attitude.
• High School Diploma or equivalent experience.
• Ability to lift up to 10 lbs. frequently.
• Ability to sit and/or stand for extended periods of time.

Responsibilities

• Follow daily AM or PM front desk checklists and operational procedures.
• Greet guests warmly and respond to questions, requests, and concerns professionally and respectfully.
• Register guests by confirming room preferences, assigning rooms, collecting required information and signatures, and issuing room keys according to resort standards.
• Complete check-in and check-out procedures accurately, including proper posting codes and transactions.
• Handle cash and credit transactions according to established procedures.
• Review the resort layout with guests and provide directions to guest rooms, the indoor waterpark, and other resort amenities.
• Communicate and deliver guest messages, mail, packages, and other items in a timely manner.
• Maintain and update the front desk information binder with resort services, hours of operation, entertainment, and local attractions.
• Update guest folios and reservations accurately within the Property Management System (PMS).
• Make resort reservations according to established procedures.
• Maintain a thorough understanding of Lost & Found and Guest Safety Deposit Box procedures.
• Communicate effectively with housekeeping and other departments to support a seamless guest experience.
• Perform additional duties as assigned by Guest Services leadership.

Benefits

• Opportunities to grow and develop within the Guest Services department
• Gain valuable hospitality and customer service experience

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED