Front Desk Agent

Running Y Properties•Klamath Falls, OR

7d•Onsite

About The Position

In a warm and inviting way, greets and directs guests at the time of check-in and throughout their stay. Takes responsibility for special requests from guests and handles them in a quick, efficient, and courteous manner. Completes Daily Shift Checklist, reviewing all departures for correct billing and reservation comments for any events/disturbances. Resolves outstanding issues, verifies payment methods for third-party reservations, and takes deposits or completes routing. Reviews arriving reservations for correct billing and comments/requests, ensuring requested items are delivered. Communicates with other department personnel to complete guest requests. Directs incoming guests, providing an overview of the property and upselling when appropriate. Ensures all guests sign a registration card, provide a valid credit card and/or other method of payment. Answers telephone calls within 3 rings with a proper greeting, screens calls, and makes room and vacation home reservations. Answers guest inquiries pertaining to resort amenities, dining, entertainment, and travel directions. Responds to guest comments/complaints in a timely manner and takes responsibility to resolve guest requests and/or concerns. Accurately posts charges to guest folios, such as for the gift shop, golf, spa, or restaurant. Verifies front desk banks and deposits each shift, following all cash-handling and credit card policies. Accurately records information in all required logs and related service systems. Responsible for the order and cleanliness of the front desk and lobby area. Reports all unsafe conditions immediately. Maintains a good working relationship with all departments and complies with all policies and procedures set forth by the property Employee Handbook.

Requirements

High School Diploma or GED
Ability to work well with others
A desire to deliver exceptional levels of Guest Service
Effective communication skills, both written and verbal
Basic math skills
Prior cash handling experience
Detailed oriented
Ability to multi-task
Ability to work well under pressure
Ability to stand during a 6 to 8 hour shift
Maintain the attitude, behaviors, skills and values as described in this description.
Ability to speak and hear
Close and distance vision
Frequent standing with some walking and sitting
Will stand for long periods of time
Frequently lifts/carries up to 5 lbs
Occasionally lifts/carries up to 25 lbs
Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills
Able to reach hands and arms in any direction and kneel and stoop repeatedly

Nice To Haves

Front office experience in the hotel, leisure and/or retail sector

Responsibilities

Greets and directs guests at check-in and throughout their stay.
Handles guest special requests quickly, efficiently, and courteously.
Completes Daily Shift Checklist, reviewing departures for billing and reservation comments.
Resolves outstanding issues.
Verifies payment methods for third-party reservations and handles deposits/routing.
Reviews arriving reservations for correct billing and comments/requests.
Communicates with other departments to fulfill guest requests.
Provides property overview and upsells to incoming guests.
Ensures guests sign registration cards and provide valid payment.
Answers telephone calls promptly with proper greeting.
Screens telephone calls and makes room/vacation home reservations.
Answers guest inquiries about resort amenities, dining, entertainment, and directions.
Responds to guest comments/complaints and resolves issues.
Accurately posts charges to guest folios.
Verifies front desk banks and deposits, adhering to cash-handling and credit card policies.
Records information in required logs and service systems.
Maintains order and cleanliness of the front desk and lobby area.
Reports unsafe conditions immediately.
Maintains good working relationships with all departments.
Complies with property policies and procedures.