Front Desk Associate

4 weeks ago

Marshall, United States Lodge at Marconi Full time
Job DescriptionJob Description

The Lodge at Marconi is looking for an experienced Front Desk Agent to join our growing team

Compensation:

$23 - $25 hourly

Responsibilities:

  • Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
  • Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
  • Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests
  • Deliver outstanding guest services for all incoming calls and general inquiries
  • Maintain all back-office related equipment and a par stock of supplies
  • Provide service recovery options to ensure guest satisfaction
  • Process guest requests for wake-up calls
  • Screen calls and other requests relating to placing and receiving telephone calls
  • Advise guest of any messages received via voicemail, mail, or faxes and send to room if required
  • Answer, record, and process all guest calls, requests, questions, or concerns
  • Log all requests or issues 
  • Establish and maintain open, collaborative relationships with associates and fellow departments
  • Maintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associates 
  • Participate in pre-shift meetings, maintain and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests, and conduct proper follow-up
  • Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments special requests
  • Maintain all front desk-related equipment and a par stock of supplies
  • Ensure work area and lobby cleanliness is maintained at all times
  • Maintain a presence in the lobby, and serve as lobby ambassador when not stationed at the front desk
  • Concierge-minded - willingness to learn about the areas surrounding restaurants, hiking trails, beaches, and programs offered by Marconi
  • Assist with conferences and other events as needed
  • Perform additional duties and projects as assigned
Qualifications:
  • Ability to speak, read, write and understand English
  • Professional demeanor and presentation appropriate for a luxury environment
  • Excellent interpersonal, written/verbal communication, and training skills are essential
  • Positive attitude, team focus, enthusiasm, excellent customer service skills
  • Ability to work a flexible schedule, including evenings, weekends and holidays, according to department needs and business volumes
  • Highly motivated, organized, goal and results-oriented individual who thrives under pressure
  • Ability to stand, sit, or walk for an extended period of time


Physical and Mental Requirements:

  • Must be able to walk for prolonged periods, including up and down hills on the property’s trails
  • Must be able to stand and walk for prolonged periods
  • Must be able to bend, stoop, crouch
  • Must use hands to reach, grasp, handle, pull and push
  • Must have acceptable near and far vision
  • Must be able to hear and talk
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
About Company

Lodge at Marconi is a secluded 45-room hotel and event destination perched in the hills above Tomales Bay. Built in 1972, the Lodge at Marconi was originally designed by renowned architect Ellis Kaplan as a timeless space that integrated with its natural surroundings. In 2022, we set out to faithfully restore the lodge with an emphasis on celebrating its history while curating the amenities of a modern resort hotel.

We are operated by Oliver Hospitality, which was founded on the idea that old and new properties alike could be reworked into engaging and thoughtful spaces.

Oliver Hospitality provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, protected veteran status, sexual orientation, gender identity, or any other characteristic protected by federal, state or local laws.

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