Resort Front Desk Agent- MTR

Lemonjuice Solutions•Kissimmee, FL

7d•Onsite

About The Position

This is a full-time, hourly, year-round position at the Magic Tree Resort in Kissimmee, FL. The Front Desk Agent will process all guest check-ins, check-outs, room assignments, and handle requests for room changes or late check-outs. The role involves securing payments, issuing room keys, ensuring rate accuracy, and communicating with guests and staff. The agent will also operate the telephone switchboard, run daily reports, provide guest information, manage payments, and ensure adherence to company policies and safety procedures. A key aspect of the role is providing excellent guest service, anticipating needs, and maintaining positive working relationships with colleagues.

Requirements

Must be available to work weekends and holidays.
High school diploma or G.E.D.; or one year of related experience and/or training; or equivalent combination of education and experience.

Nice To Haves

Vocational School Degree or Business Certification.

Responsibilities

Processes all guest check-ins, check-outs, room assignments, and room change/late check-out requests.
Secures payment and activates/reissues room keys.
Ensures rates match established codes and documents exceptions.
Communicates to appropriate staff when guests are waiting for an available room.
Advises guests of messages.
Clears departures in the computer system.
Coordinates with Housekeeping to track room status and guest concerns.
Files guest paperwork or documentation.
Operates telephone switchboard station.
Runs and checks daily reports, contingency lists, and credit card authorization reports.
Supplies guests with directions and information.
Answers, records, and processes all guest calls, requests, questions, or concerns, and follows up to ensure satisfaction.
Counts and secures bank at the beginning and end of shift.
Processes all payment types, vouchers, paid-outs, charges, and provides change.
Reports accidents, injuries, and unsafe work conditions to the manager and completes safety training and certifications.
Follows all company policies and procedures, ensures uniform and personal appearance are clean and professional, maintains confidentiality of proprietary information, and protects company assets.
Welcomes and acknowledges all guests according to company standards, anticipates and addresses guests’ service needs, assists individuals with disabilities, and thanks guests with genuine appreciation.
Speaks with others using clear and professional language, prepares and reviews written documents accurately and completely, and answers telephones using appropriate etiquette.
Develops and maintains positive working relationships with others, supports the team to reach common goals, and listens and responds appropriately to the concerns of other associates.
Complies with quality assurance expectations and standards.
Performs other reasonable job duties as requested by Supervisors.
Answers telephones using appropriate etiquette including answering the phone within 3 rings, answering with a smile in one's voice, using the caller's name, transferring calls to the appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call.
Speaks to guests and co-workers using clear, appropriate, and professional language.
Discusses work topics, activities, or problems with coworkers, supervisors, or managers discreetly and quietly, avoiding public areas of the property.
Talks with and listens to other associates to effectively exchange information.
Exchanges information with other associates using electronic devices (e.g., pagers and two-way radios, email).
Activates room keys using electronic key machine and reissues new room keys to guests as necessary (e.g., lost key) by verifying guest identity and using electronic key machine.
Ensures rates match market codes and that any exceptions are documented and include an explanation.
Secures valid form of payment (e.g., credit card, cash) prior to issuing room key.
Processes all guest check-ins by confirming reservations in computer system, verifying guest identity, requesting form of payment, assigning room, and issuing room key in accordance with property policies and procedures.
Processes all check-outs including express check-outs, resolving any late and disputed charges, settling account, retrieving room key, and requesting comments on guest's stay.
Accommodates requests for room changes when possible.
Communicates to appropriate staff that there are guests that are waiting for an available room.
Verifies and adjusts billing for guests.
Sets up accurate accounts for each guest upon check-in according to their requirements (i.e., shares, separate room/tax/incidentals, comp).
Assigns room according to guest request and preferences whenever possible.
Informs guest of any messages (e.g., voicemail, mail, faxes) received for them and sends to room if required.
Keeps track of changes in room status (e.g., early check-out, late check-out, room transfer, unexpected stay over) for Housekeeping.
Clears departures in computer system to document that rooms are no longer occupied.
Coordinates with Housekeeping to track readiness of rooms for check-in and to report guest concerns.
Reviews requests for late check-outs and approves according to occupancy.
Files guest paperwork or documentation.