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Hotel Front Desk Agent

1 month ago

Lancaster, United States Eden Resort & Suites Full time
Job DescriptionJob Description

The Front Desk Associates are responsible for always delivering excellent customer service to our guests. The primary focus of this position is to create a pleasant and engaging experience for our resort guests through excellent interactions, inbound and outbound call efforts, concierge services and administrative responsibilities, and other duties as assigned by Management. You will serve as the face of the resort as you interact with current and prospective guests, assisting them with whatever they may need. May be expected to work weekends or holidays.


Eden Resort & Suites EEO Statement:

The Eden Resort & Suites 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, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Compensation:

$16+ hourly

Responsibilities:

Responsibilities

  • Greet every guest with a smile and provide excellent customer service.
  • Maintain a strong presence at the front desk being visible and accessible to our guests.
  • Check guests in and out of their reservations.
  • Assist guests with concierge-type requests, including restaurant recommendations, directions to local attractions, etc.
  • Answer phone calls and direct the calls to the appropriate extension or answer the questions.
  • Create guest reservations over the phone, ensuring that they have the perfect room for their needs selected.
  • Collect payment for guest and group accounts, following proper protocol and adhering to PCI regulations.
  • Review reports and other documentation to ensure all work is completed properly.
  • Monitor credit limits/floor limits and collect additional payment from guests as needed.
  • Monitor and respond to guest requests/messages through various online/digital platforms.
  • Resolve guest issues in a timely manner, offer a solution to the issues, provide compensation if required, inform the Manager on Duty (MOD), and make the required notes/records.
  • Ensure guest reservations are properly set up, rooms are assigned, special requests are fulfilled, and payment instructions are followed.
  • Prepare and distribute communications to guests, fellow associates, management, and other departments.
  • Maintain a clean and organized workspace and follow all cleaning/sanitization guidelines.
  • Maintain a clean and welcoming lobby, Front Desk area, and Marketplace.
  • Communicate guest requests and property needs to the appropriate team members.
  • Assist with various duties assigned by the MOD, Front Office Manager, or other property leadership.
Qualifications:

Essential Skills:

  • Excellent communication skills, both written and verbal.
  • Ability to work as part of a team and be a self-starter.
  • Ability to multitask and remain collected under pressure.
  • Desire to provide excellent service to each guest regardless of the situation.


Education and Experience Required:

  • At least one (1) year of experience in a customer service role, such as retail, food beverage, or hospitality. Knowledge of Microsoft Office Suite and hotel property management systems, namely Opera, is preferred.
  • Holding the Certified Hospitality Supervisor (CHS) designation from the American Hotel and Lodging Association is preferred.
About Company

The Eden Resort & Suites offers a collection of unique and up-scale guest rooms and suites, unsurpassed on-site recreational facilitates, and exceptional staff ready to meet guests' needs. With a 50+ year foundation as a premiere destination in Lancaster, the Eden Resort is expanding its service offerings and looking for individuals to join our team. Our core values are at the heart of all that we do and are key to our enduring success. Team members are deeply committed to caring for every individual who crosses their path, be it a guest or fellow team member.

BENEFITS:

  • 401(k)
  • Dental/Health/Life/Vision Insurance
  • Employee discount
  • Flexible schedule
  • Flexible spending account
  • Paid time off
  • Referral program
  • Employee Assistance Program