Front Desk Agent
3 weeks ago
We are currently looking for a Guest Service Front Desk Agent to join our team. As a Guest Service Agent, you'll be responsible for all front desk duties, delivery of quality customer service and resolution of guest issues.
ESSENTIAL FUNCTIONS OF THE JOB:
- Checking guests in and out in an efficient, courteous, and professional manner
- Assisting in guests' needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery when applicable
- Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner with assistance of management.
- Maintaining an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures
- Monitoring and maintaining the front office systems and equipment to ensure their optimum performance
- Minimum of 6 months Guest Services experience in a club/resort property of similar size and quality
- Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
- Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
- Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
- Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
- Must have excellent supervisory and interpersonal skills
- Ability to work a varied schedule that will include evenings, nights, and weekends
- Completes tasks and projects delegated by direct supervisor
- Complies with all policies and procedures relating to the resort
- Records any guest complaints or problems and notifies the appropriate individuals
- Excellent attendance and timeliness
- Reports to shift on time in a neatly groomed and acceptable manner
- Understands fire and safety procedures to assist in emergency situations if necessary
- Committed to the organizational goals and vision while defending the company name
- Performs general inspection of clubhouse to ensure cleanliness and informs appropriate parties when attention is needed
- Excellent written and verbal communication skills
- Strong time management, prioritization, organizational and follow up skills
- Positive contributor and works well in a team-oriented environment
- Ability to think, work and make independent decisions based on sound judgment
- Eye contact should be made at a distance of no less than ten feet from every guest
- A genuine smile should be offered at a distance of no less than five feet from every guest
- Employees should build rapport with guests during any conversation, if the guest responds to the initial statement with a conversational demeanor
- Guest last name is used effectively, but discreetly, as a signal of recognition as least once and not more than twice during any conversation with guests
- Before concluding conversations, the guest is verbally offered additional assistance with a statement relevant to the guest's individual needs
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