Resort Front Desk Agent- BSC

Lemonjuice Solutions • Orlando, FL

1d • Onsite

About The Position

Looking for a dedicated, team-oriented candidate to join our Front Desk team at our Bryan's Spanish Cove resort in Orlando, FL! This is a full-time, hourly, year-round position with a work schedule of 40 hours a week, consisting of 8-hour shifts. Candidates must be available to work mornings, nights, weekends, and holidays. Robust benefits are available for this position.

Requirements

• 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; activate/reissue room keys.
• Ensures rates match established codes, and document exceptions.
• Communicates to appropriate staff when guests are waiting for an available room.
• Advises guest of messages.
• Clears departures in 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; follow up to ensure each has been met to guests’ satisfaction.
• Counts and secures bank at beginning and end of shift.
• Processes all payment types, vouchers, paid-outs, charges, and provide change.
• Reports accidents, injuries, and unsafe work conditions to manager; and complete safety training and certifications.
• Follows all company policies and procedures, ensure uniform and personal appearance are clean and professional, maintain confidentiality of proprietary information, and protect company assets.
• Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.
• Speak with others using clear and professional language, prepare and review written documents accurately and completely, and answer telephones using appropriate etiquette.
• Develop and maintain positive working relationships with others, support team to reach common goals, and listen and respond appropriately to the concerns of other associates.
• Comply with quality assurance expectations and standards.
• Perform 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 callers' name, transferring calls to 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 reissue 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 send 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 approve according to occupancy.
• Files guest paperwork or documentation.

Benefits

• Robust benefits available

What This Job Offers

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