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Front Desk Agent

4 months ago

Scottsdale, Arizona, United States The Scott Resort & Spa Full time

Summary of Position:

The Front Office Agent is responsible for providing welcoming, friendly, efficient, resourceful and hospitable service at the front desk, including check in, check out and guest resolution.

Essential Functions:

Complete the registration process by inputting and retrieving information from a computer/property management system, confirming pertinent information to a guest's reservation and making changes as necessary
Verify and swipe credit cards for authorization using electronic acceptance methods and verifying a photo ID at check-in.
Handle cash, make change and balance an assigned house bank.
Accept and record vouchers, traveler checks, and other forms of payment.
Post charges to guest rooms and house accounts using the computer.
Greet guests immediately with a friendly and sincere welcome. Use a positive and clear speaking voice, listening attentively to understand requests
Promptly answer the telephone using positive and clear English communication. Input messages into the computer. Retrieve messages, mail and facsimiles for guests as requested.
Close guest accounts at the time of check out ensuring the guest's stay was enjoyable, resolving issues as necessary
Providing safety deposit boxes, upon request
Arrange registration cards and complete bucket check
Other tasks as assigned by Front Office Supervisor/Front Office Manager/Director of Rooms
Incorporate the Mystery Shopper Standards into every interaction
Qualifications:

Education: High School Graduate or equivalent required; college education highly preferred

Experience: Prior supervisory experience preferred.

Certificates or Licenses: N/A

Knowledge, Skills, and Abilities:

Ability to train and supervise with strong leadership skills
Ability to make quick and efficient decisions to benefit the team and guest.
Ability to memorize and perform Resort Standards, AAA standards, and Mystery shopper standards
Ability to use a moderately complex computer system and troubleshoot software problems
Ability to utilize a calculator to prepare moderately complex mathematical calculations without error.
Must type a minimum of 15 WPM
Personal Characteristics:Behaves with HEART: Helpful Ethical Attentive Resourceful Thankful
Communicates effectively: Speaks and listens in a clear, thorough, and timely manner, effectively reading and writing, using the English language
Professional Appearance: Exhibits an appearance appropriate for a four diamond resort (Specific grooming standards are available for review)
Working Conditions:

Attendance as scheduled is a critical element in all positions at The Scott Resort & Spa.

The Scott's leaders and employees believe each guest should be treated with respect and professionalism. We create HEARTfelt experiences...Beyond Expectations, warmly and genuinely inviting our guests to return. In order to be successful at The Scott, employees must share both our vision and our values. This includes possessing and demonstrating the highest level of courtesy and respect for both internal and external guests. Our fun, friendly, enthusiastic and empowered employees treat every guest as if they were our only guest. A true customer focus is essential to success with our property.

Source: Hospitality Online