Front Desk Agent

Overview:

First impressions are everything As a Front Desk Agent with Tamarack, you have the opportunity to provide a welcoming and memorable experience like no other. Your personalized greeting, care in guest room selection, and knowledge of the Resort will ensure our guests will have a lasting memory of their visit.

• You need to have a fast paced and dynamic personality.
• Consistently offer professional, friendly, and engaging service.
• Answer guest inquiries regarding rates, special packages, and general information accurately in a timely manner.
• Have a thorough knowledge of different types of homes offered and assist guests with booking the best home to fit their needs.
• Put together check-in packets, issue keys, and send confirmation and day of arrival e-mails.
• Greet, check in, and settle guest accounts while ensuring all service standards are followed.
• Understand customers needs and provide them with personalized solutions by suggesting activities and amenities provided by the resort.
• Be fully aware of the daily functions around the resort.
• Work with multiple systems and ensure complete accuracy of information regarding guest needs, activity/dining bookings, and other requests.
• Log in to multiple booking platforms including AirBNB, inntopia, Expedia, and booking.com to ensure reservations are correct and guests have proper communication.
• Provide anticipatory service when engaging with guests on the phone, over e-mail, or in-person.
• Listen to and respond to guest complaints and find the most appropriate solution.
• Ensure coffee room, front office closet, and back-office supplies are stocked and organized.
• Accurate completion and balancing of all special billing, deposits due, and other guest charges.
• Follow department policies, procedures, and service standards.
• Relay maintenance and housekeeping requests to correct department and follow up with guests.
• Drive to properties to help departure check, deliver amenities, and inspect for damages.

• Proficiency in English both written and oral.
• Previous customer service experience required.
• Previous reservation system experience.
• Computer literacy in Microsoft Window applications required.
• Must be able to type ~40 words per minute.
• Must possess a professional presentation.
• Strong interpersonal and problem-solving abilities.
• Highly responsible & reliable.
• Ability to work well under pressure in a fast-paced environment.
• Ability to work cohesively with fellow colleagues as part of a team.
• Ability to focus attention on guest needs, remaining calm, and courteous at all times.
• Adaptability to changes in work environment and able to deal with frequent changes, delays, or unexpected events.
• Must be able to stand/walk for long periods.
• Must enjoy working and interacting with the public- including phone interactions.
• Ability to multi task.
• Must be over 21 years of age.
• High School Diploma or Equivalent.
• 1 year customer service in resort industry.