Front Desk Agent

4 months ago

Klamath Falls, United States Running Y Properties Full time
Front Desk Agent

General Responsibilities:
  • In a warm and inviting way, greets and directs guest at the time of check-in and throughout the guest stay.
  • Takes responsibility for special request from guest and handles in a quick, efficient and courteous manner.
  • Completes Daily Shift Checklist:
    • Reviews all departures for correct billing and reads reservation comments for any events/disturbances that may have occurred during the guest stay.
    • Resolves any outstanding issues.
    • Verifies payment method for third party reservations and takes deposits and/or completes routing.
  • Reviews arriving reservations for correct billing and the reservation comments/request ensuring items requested are delivered (e.g., mail, package coupons, special event coupons, rollaway, pet friendly room/room preference).
  • Communicate with other department personnel to complete guest request.
  • Directs incoming guest providing an overview of the property and upselling when appropriate.
  • Ensures all guest sign a guest registration card, provides a valid credit card and/or other method of payment.
  • Answers telephone calls within 3 rings with proper greeting.
    • Screens telephone calls, makes room and vacation home reservations.
    • Answers guest inquiries pertaining to resort amenities, dining, entertainment and travel directions.
    • Responds to guest comments/complaints in a timely manner and takes responsibility to resolve the guest request and/or concerns.
  • Accurately post charges to guest folios, such as for the gift shop, golf, spa or the restaurant.
  • Verify front desk banks and deposits each shift and follows all cash-handling and credit card policies.
  • Accurately record information in all of the required logs and related service systems (e.g., telephone, second effort and Service Pro).
  • Responsible for the order and cleanliness of the front desk and lobby area.
  • Reports all unsafe condition immediately.
  • Maintain a good working relationship with all departments.
  • Comply with all policies and procedures set forth by the property Employee Handbook.
Job Qualifications
  • High School Diploma or GED
  • Preferred front office experience in the hotel, leisure and/or retail sector
  • Ability to work well with others
  • A desire to deliver exceptional levels of Guest Service
  • Exhibit effective communication skills, both written and verbal
  • Basic math skills and prior cash handling experience
  • Detailed oriented and ability to multi-task and work well under pressure
  • Ability to stand during a 6 to 8 hour shift
  • To successfully fill this position, the candidate should maintain the attitude, behaviors, skills and values as described in this description.
FLSA Information

Management Activities
  • None
Discretion / Independent Judgment

This position does represent the company in handling complaints, arbitrating disputes or resolving grievances. A Front Desk Agent will be expected to work with guests and visitors to ensure satisfaction. A Front Desk Agent will have to take initiative and get creative in resolving guest challenges and involve a supervisor only when previous methods have been unsuccessful.

ADA Information

Physical Requirements
  • Ability to speak and hear
  • Close and distance vision
  • Frequent standing with some walking and sitting
  • Will stand for long periods of time
  • Frequently lifts/carries up to 5 lbs
  • Occasionally lifts/carries up to 25 lbs
  • Continual use of manual dexterity and gross motor skills with frequent use of bi-manual dexterity and fine motor skills
  • Able to reach hands and arms in any direction and kneel and stoop repeatedly
Working Conditions
  • Generally in an indoor office setting
  • Will be using a computer frequently
  • Varying schedule to include evenings, holidays and extended hours as business dictates

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