Front Desk Agent

Garden of the Gods Resort and Club•Colorado Springs, CO

1d•Onsite

About The Position

The front desk agent will assist guests and members with all queries via email and phone, guest arrivals and departures; make reservations, cancellations and answer questions on rates, hotel facilities, and services with efficiency and professionalism. This role involves conducting check-in and check-out procedures, managing reservations, handling incoming calls, performing accounting duties, maintaining event information, and communicating guest requests to appropriate departments. The agent must be knowledgeable about hotel facilities, room rates, selling strategies, and credit policies. They will process transmissions of reservations, add necessary alerts to reservations, and block specific room types to maximize sales opportunities. Detail orientation, calmness under pressure, and the ability to conduct service recovery are essential. The role also includes delivering specific service standards, establishing cross-departmental communication, greeting guests and team members, providing extraordinary service, embodying wellness and virtues, upholding the company's brand and values, and being empowered to resolve issues. Additional duties include administrative tasks like copying and scanning, and assisting in various Front Desk and Guest Services areas such as Concierge, PBX, and Reservations across different shifts.

Requirements

Must have basic knowledge of Microsoft Word and Excel.
This position requires a minimum formal education of a high school diploma.
Valid Drivers License required
Continuous use with a Computer and Keyboard

Nice To Haves

Some experience with Opera property management system, though not required, would be beneficial.

Responsibilities

Conduct all check in and checkout procedures for the hotel according to hotel standards
Have knowledge of Opera Cloud Property management system, Jonas, Jonas Activity management, Kipsu, and Sertifi.
Have knowledge of entire Reservation procedure according to property procedures.
Handle incoming calls to the property and answer calls promptly by the third ring and in a courteous manner.
Makes pre arrival calls and mid stay check in calls daily.
Performs all accounting duties including posting charges, account settlements, and shift closing.
Maintains accurate daily event information. Maintains daily posting of event sheet.
Communicates member and guest questions and requests to appropriate departments and tracks requests.
Knowledgeable in hotel and guest room facilities/services.
Knowledgeable in hotel room rates and selling strategies.
Have awareness of the credit policy of the resort, how to credit and bill reservations and how to explain hotel bills and charges.
Process all transmissions of reservations, changes and cancellations from all sources, telephone, mail, in person, etc.
Adds alerts and comments to reservation that are necessary to ensure all guest needs are met.
Blocks Cottage and Casita reservations to assure maximum opportunity to sell three-bedroom units.
Assists in taking reservations for hotel outlets and services.
Is detail oriented to ensure that all relevant information is notated, and all tasks are complete and communicates as needed with colleagues and other departments
Is calm under pressure and uses self-control in challenging situations.
Conducts service recovery as needed to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs.
Review arrival report daily.
Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicates to guests and members.
Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
Deliver "I Am Proud" service standards and department-specific signature touch points.
Establish cross-departmental channels of communication among teammates that are consistent and complete.
Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
Provide extraordinary service that is "Enriching by Nature."
Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
Be empowered to make things go right if they go wrong.
Give the guest/member a fond farewell.
Address feedback by utilizing the LEARN Model.
Demonstrate a professional appearance and be attentive to what matters most.
Comply with company policies and procedures.
Observe and adhere to safety guidelines.
Answering, screening, and forwarding calls in a professional and courteous manner.
Handling general phone inquiries about the organization.
Directing external calls to designated departments or individuals.
Transferring internal calls across departments and between staff.
Relaying written or verbal messages in a timely and accurate manner.
Keeping records of calls placed and charges incurred.
Assisting with other administrative duties, including copying, scanning, faxing, and emailing.
Learn and assist in both Front Desk and Guest Services areas including: Concierge, PBX, AM, MID, PM Shifts, Reservations team, Valet. Assisting in other areas/shifts in the Front Desk/Rooms Division
Perform other duties as assigned.
Interface positively with other departments, helping when needed.
Displays care in use of equipment and maintains an organized and professional work environment.