Front Desk Attendant

Bass Pro Shops•Springfield, MO

4d•Onsite

About The Position

The Front Office Attendant with Big Cedar Lodge is responsible for delivering friendly and professional service while ensuring guest satisfaction when interacting with every guest. This role involves handling guest registration, room assignments, and payment processing, offering proactive assistance, and ensuring a welcoming environment. The attendant must possess knowledge of the room and resort, accuracy, and speed in all transactions. They will also answer calls promptly and professionally, route calls and messages accurately, stay updated on company policies and offerings, provide accurate information about services, amenities, and local attractions, and handle guest complaints or concerns with empathy, efficiency, and confidentiality, escalating issues when necessary while maintaining guest satisfaction. The role also includes maintaining records, logs, and reports, managing bookings, reservations, and cancellations using company software, upholding partnerships across the company to streamline communications, and holding ownership of the Registration and affiliate desks for cleanliness and brand standards. Other duties as assigned.

Requirements

High School Diploma or Equivalent
Regularly walks, stands, and does computer work.
Occasionally lifts up to 50 lbs.
Seldom/Never sits.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
The associate must be able to read write, speak, hear, and understand in the English language.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and depth perception.

Nice To Haves

Previous hospitality experience is preferred but not required.

Responsibilities

Greet guests and visitors with a professional, friendly demeanor which may include handling guest registration, room assignments, and payment processing.
Offer assistance proactively and ensuring a welcoming environment while ensuring room and resort knowledge, accuracy, and speed in all transactions.
Answer calls promptly and professionally.
Route calls and messages accurately to appropriate departments or individuals.
Stay updated on company policies and offerings.
Provide guests with accurate information about services, amenities, and local attractions.
Handle guest complaints or concerns with empathy, efficiency, and a high level of confidentiality.
Escalate issues when necessary while maintaining guest satisfaction.
Maintain records, logs, and reports as required.
Manage bookings, reservations, and occasionally cancellations by utilizing the company assigned software with confidence and ability to troubleshoot or escalate issues as needed.
Uphold partnership across the company to streamline communications and seek to understand role impacts.
Hold ownership of the Registration and affiliate desks for cleanliness and brand standards.
Perform all other duties as assigned.