Front Desk Agent

2 weeks ago

Colorado Springs, United States Garden of the Gods Resort and Club Full time
Position Purpose & Summary

The front desk agent will assist guests and members with all queries via email and phone, guest arrivals and departures; make reservations, cancellations and answer questions on rates, hotel facilities, and services with efficiency and professionalism.

Essential Functions:
  • Conduct all check in and checkout procedures for the hotel according to hotel standards
  • Have knowledge of Property management system, Jonas, Jonas Activity management, Kipsu, Sertifi, and Resqueue.
  • Have knowledge of entire Reservation procedure according to property procedures.
  • Handle incoming calls to the property and answer calls promptly by the third ring and in a courteous manner.
  • Makes pre arrival calls and mid stay check in calls daily.
  • Performs all accounting duties including posting charges, account settlements, and shift closing.
  • Maintains accurate daily event information. Maintains daily posting of event sheet.
  • Communicates member and guest questions and requests to appropriate departments and tracks requests.
  • Knowledgeable in hotel and guest room facilities/services.
  • Knowledgeable in hotel room rates and selling strategies.
  • Have awareness of the credit policy of the resort, how to credit and bill reservations and how to explain hotel bills and charges.
  • Process all transmissions of reservations, changes and cancellations from all sources, telephone, mail, in person, etc.
  • Adds alerts and comments to reservation that are necessary to ensure all guest needs are met.
  • Blocks Cottage and Casita reservations to assure maximum opportunity to sell three-bedroom units.
  • Assists in taking reservations for hotel outlets and services.
  • Is detail oriented to ensure that all relevant information is notated, and all tasks are complete and communicates as needed with colleagues and other departments
  • Is calm under pressure and uses self-control in challenging situations.
  • Conducts service recovery as needed to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs.
  • Review arrival report daily.
  • Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicates to guests and members.
  • Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
  • Deliver "I Am Proud" service standards and department-specific signature touch points.
  • Establish cross-departmental channels of communication among teammates that are consistent and complete.
Additional Duties and Responsibilities:
    • Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
    • Provide extraordinary service that is "Enriching by Nature."
    • Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
  • Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
  • Be empowered to make things go right if they go wrong.
  • Give the guest/member a fond farewell.
  • Address feedback by utilizing the LEARN Model.
  • Demonstrate a professional appearance and be attentive to what matters most.
  • Comply with company policies and procedures.
  • Observe and adhere to safety guidelines.
  • Answering, screening, and forwarding calls in a professional and courteous manner.
  • Handling general phone inquiries about the organization.
  • Directing external calls to designated departments or individuals.
  • Transferring internal calls across departments and between staff.
  • Relaying written or verbal messages in a timely and accurate manner.
  • Keeping records of calls placed and charges incurred.
  • Assisting with other administrative duties, including copying, scanning, faxing, and emailing.
Marginal Functions:
  • Perform other duties as assigned.
  • Interface positively with other departments, offering assistance when needed.
  • Displays care in use of equipment and maintains an organized and professional work environment.
Position Requirements:

Minimum Knowledge & Skills:
  • Must have basic knowledge of Microsoft Word and Excel.
Formal Education and Job-Related Experience:
  • This position requires a minimum formal education of a high school diploma. Some experience with Opera property management system, though not required, would be beneficial.
License, Registration, and/or Certification Required:
  • Valid Driver's License required
External and Internal Personal Contact:

Communications:
  • Daily - Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations needs
  • Weekly - Communicate with Concierge, front office and Sales departments to ensure upcoming reservations needs are communicated
  • Occasionally - Participate in one-on-one coaching sessions.
  • Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.

Additional Licenses and/or Certifications Required:

YES

NO

Valid Driver's License

X

CPR Certification

X

Food Protection Manager Certification

X

Food Handler Certification

X

Alcohol Server/Seller Certification

X

Position Analysis/Specifications:

N/A

(Not Applicable)

OCCASIONAL

FREQUENTLY

Sitting

X

Standing

X

Walking

X

Bending Over

X

Crawling

X

Reaching

X

Crouching

X

Kneeling

X

Balancing

X

Pushing / Pulling

X

Lifting / Carrying:

10 lbs. or less

X

11 to 25 lbs.

X

26 to 50 lbs.

X

51 to 70 lbs.

X

Manual Dexterity

X

Fine Motor Skills

X

Gross Motor Skills

X

Eye / Hand Coordination

X

Near Vision

X

Far Vision

X

Color Recognition

X

Hearing

X

Environmental Factors:

Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

YES

NO

Working Outside

X

Working Inside

X

Working Alone

X

Working Closely with Others

X

Excessive Cold / Heat

X

Excessive Humidity / Dampness

X

Noise / Vibrations

X

Working Above Ground

X

Working Below Ground

X

Working with Chemicals / Detergents / Cleaners

X

Working Around Fumes / Smoke / Gas

X

Walking on Uneven Surfaces

X

Operating Motorized Equipment or Vehicles

X

Working Around/Near Machinery/Motorized Equipment

X

Climbing on Scaffolds or Ladders

X

Continuous use with a Computer and Keyboard

X

Leader Signature:

Date:

A commitment to service excellence has permitted our company to be recognized for delivering extraordinary guest and member experiences. Success and growth in the future are dependent upon our ability to take Garden of the Gods Resort and Club (GGRC) to the next level. For this reason, our most important continuing objective is to provide unparalleled service and hospitality from the heart.

The collective strength of the GGRC team is derived from the individual effort and dedication of every team member. The full use of your knowledge, experience, ability, and energy is important to our success as we work together for excellence.

To be successful, your individual initiative, passion and commitment as well as thoughtful participation as a member of different teams in which you work is required. Individual effort in the performance of your own duties, and positive and productive interactions with others, both internal and external to the company, are crucial.

In addition, we value and encourage your creativity, your continuous improvement and personal development, and your feedback on operations and how they may be improved.

Team Member Signature:

Date:

The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members.

  • Front Desk Agent

    2 months ago

    Colorado Springs, United States Aimbridge Hospitality Full time

    Aimbridge Hospitality - Fairfield Colorado Springs South [Guest Service / Concierge] As a Front Desk Agent at Aimbridge Hospitality, you'll: Greet and welcome all guests approaching the Front Desk; Maintain proper operation of the telephone switchboard; Handle requests for information, mail and messages; Answer guest inquiries about hotel service facilities...

  • Hotel Front Desk Agent

    3 weeks ago

    Colorado Springs, United States Doubletree by Hilton- Colorado Springs Full time

    Description Do you have a passion for service and love to put a smile on people's faces? Then you might be an excellent fit for the Hotel Front Desk Agent position on our guest services team! You'll welcome guests, manage their account information, and ensure they have everything they need for an exceptional stay. Job seekers interested in working in a...

  • Front Desk Agent

    3 weeks ago

    Glenwood Springs, United States Aimbridge Hospitality Full time

    Aimbridge Hospitality - Hotel Maxwell Anderson [Guest Service / Concierge] As a Front Desk Agent at Aimbridge Hospitality, you'll: Greet and welcome all guests approaching the Front Desk; Maintain proper operation of the telephone switchboard; Handle requests for information, mail and messages; Answer guest inquiries about hotel service facilities and hours...

  • Front Desk Agent

    4 months ago

    Shingle Springs, United States Quality Inn & Suites Full time

    We are seeking a Front Desk Agent to become a part of our team! You will accommodate patrons, as well as identify areas of improvement to increase efficiency. Responsibilities: Register and assign rooms to guests Confirm phone and online reservations Respond to guest needs, requests, and complaints Collect payment from guests Keep records of occupied rooms...

  • Front Desk Agent

    1 month ago

    Palm Springs, United States Manpower Inc Full time

    Our client in the hospitality industry is seeking a Front Desk Agent to join their team. As a Front Desk Agent, you will be part of the office supporting the resort's guests. The ideal candidate will have customer service skills, a calm pleasing demeanor, a clear speaking voice when answering calls, hotel experience, and attention to detail which will align...

  • Front Desk Agent

    1 month ago

    Bonita Springs, United States HYATT Hotels Full time

    Hyatt Hotels - 11800 Coconut Plantation Drive [Guest Service / Concierge] As a Front Desk Agent at Hyatt Hotels, you'll: Greet and register the guest, provide outstanding guest service during their stay, and settle the guest's account upon completion of their stay; Register guests making and modifying reservations; Perform hotel operator and concierge...

  • Front Desk Agent

    4 weeks ago

    Steamboat Springs, United States KSL Resorts Full time

    As a Front Desk Agent, you are customer-service oriented individual who is dedicated to representing the hotel with enthusiasm, professionalism, and a businesslike demeanor to all hotel guests, clients, agents, and the community. You are a positive, hardworking team member who will conduct the business of the property's front office in this dynamic work...

  • Evening Front Desk Agent

    2 weeks ago

    Harbor Springs, United States Boyne Resorts Full time

    Register, process, and greet guests and owners promptly. Promptly notify housekeeping of all checkouts, late checkouts, and early check-ins. Arrange fulfillment of guest services by working with Bell Services, Housekeeping, and Reservations. Verify a Front Desk, Agent, Reservations, Office Manager, Hotel

  • Front Desk Agent Representative

    1 month ago

    Pagosa Springs, United States The Springs Resort Full time

    Are you passionate about providing exceptional hospitality and creating memorable experiences for guests seeking relaxation and rejuvenation? If so, we have an exciting opportunity for you to join our team as a Front Desk Agent at The Springs Resort. If you are dedicated to providing exceptional guest experiences and thrive in a dynamic hospitality...

  • Front Desk Agent

    3 days ago

    Glenwood Springs, United States Renascent Hospitality dba Hilton Garden Inn Arvada Full time

    Front Desk Agent - Highly Skilled and Motivated Are you looking for an exciting opportunity to join a dynamic team? Do you thrive in a fast-paced and customer-focused environment? If so, we have the perfect job for you! As a Front Desk Agent at Comfort Inn & Suites, you will play a vital role in ensuring the smooth operation of our hotel. You will be...

  • Front Desk Agent

    2 months ago

    Glenwood Springs, United States Quality Inn & Suites Full time

    Front Desk Agent - Highly Skilled and Motivated Are you looking for an exciting opportunity to join a dynamic team? Do you thrive in a fast-paced and customer-focused environment? If so, we have the perfect job for you! As a Front Desk Agent at Quality Inn & Suites, you will play a vital role in ensuring the smooth operation of our hotel. You will be...

  • Front Desk Agent

    4 months ago

    Harbor Springs, United States The Highlands at Harbor Springs Full time

    Overview: The Highlands is looking for new Front Desk Agents to join our team! As a Front Desk Agent, you are the first point of contact with guests and handle most aspects of a guests stay. You will also greet guests, assist with check-ins/check-outs, answer guest questions and help resolve any guest issues. Our goal is to provide great hospitality and to...

  • Front Desk Agent

    2 months ago

    Harbor Springs, United States The Highlands at Harbor Springs Full time

    Overview: The Highlands is looking for new Front Desk Agents to join our team! As a Front Desk Agent, you are the first point of contact with guests and handle most aspects of a guests stay. You will also greet guests, assist with check-ins/check-outs, answer guest questions and help resolve any guest issues. Our goal is to provide great hospitality and to...

  • Boutique Hotel Front Desk Agent

    5 months ago

    Palm Springs, United States Common Thread Hotels Full time

    Description We are looking for a Boutique Hotel Front Desk Agent Server to serve as our guests' first point of contact and manage all aspects of their accommodation. Boutique Hotel Server responsibilities include registering guests, managing reservations and providing information about rooms, rates and amenities. We offer a full service food and beverage...

  • Hotel Front Desk Agent

    4 months ago

    Colorado Springs, United States Embassy Suites by Hilton Colorado Springs Full time

    Description Do you have a passion for service and love to put a smile on people's faces? Then you might be an excellent fit for the Hotel Front Desk Agent position on our guest services team! You'll welcome guests, manage their account information, and ensure they have everything they need for an exceptional stay. Job seekers interested in working in a...

  • Front Desk Supervisor

    4 months ago

    Colorado Springs, United States Fairfield Colorado Springs Full time

    Job Summary: The Front Desk Supervisor is responsible for assisting the Front Desk Manager and/or General Manager while providing attentive courteous and efficient service to all guests prior to arrival and throughout their stay. He/she is also responsible for maximizing room revenue and occupancy. Responsibilities: QUALIFICATIONS: At least 2 to 3 years of...

  • Evening Front Desk Agent

    6 months ago

    Harbor Springs, United States The Highlands at Harbor Springs Full time

    Overview: The Highlands is looking for new Evening Front Desk Agents to join our team! As a Front Desk Agent, you are the first point of contact with guests and handle most aspects of a guests stay. You will also greet guests, assist with check-ins/check-outs, answer guest questions and help resolve any guest issues. Our goal is to provide great hospitality...

  • Evening Front Desk Agent

    1 month ago

    Harbor Springs, United States The Highlands at Harbor Springs Full time

    Overview: The Highlands is looking for new Evening Front Desk Agents to join our team! As a Front Desk Agent, you are the first point of contact with guests and handle most aspects of a guests stay. You will also greet guests, assist with check-ins/check-outs, answer guest questions and help resolve any guest issues. Our goal is to provide great hospitality...

  • Front Desk Agent Representative

    6 months ago

    Pagosa Springs, United States The Springs Resort Full time

    The Guest Service Agent is responsible for providing attentive, courteous, and efficient service to all guests during check-in, throughout their stay, and at checkout, while maximizing room revenue and occupancy. REASONABLE ACCOMMODATION STATEMENT To accomplish this job successfully, an individual must be able to perform, with or without reasonable...

  • Front Desk Receptionists

    2 months ago

    Colorado Springs, United States Jobs for Humanity Full time

    Company Description Jobs for Humanity is collaborating with Upwardly Global and with Ridgeline Nails to build an inclusive and just employment ecosystem. We support individuals coming from all walks of life. Company Name: Ridgeline Nails Job Description Front Desk Receptionist Ridgeline nails - 3.0 Colorado Springs, CO - Job Details - Part-time - $14 - $16...