Front Desk Agent

3 weeks ago

Lake Arrowhead, United States Pyramid Global Hospitality Full time
Property

About Us

At Pyramid Global Hospitality, people come first. As a company that values its employees, Pyramid Global Hospitality is dedicated to creating a supportive and inclusive work environment that fosters diversity, growth, development, and wellbeing. Our commitment to a People First culture is reflected in our approach to employee development, employee benefits and our dedication to building meaningful relationships. Pyramid Global Hospitality offers a range of employment benefits, including comprehensive health insurance, retirement plans, and paid time off, as well as unique perks such as on-site wellness programs, local discounts, and employee rates on hotel stays. In addition, Pyramid Global Hospitality is committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers. Whether you are just starting out in the hospitality industry or are a seasoned professional, Pyramid Global Hospitality offers a supportive and collaborative work environment that encourages growth and fosters success, in over 230 properties worldwide. Join their team and experience the benefits of working for a company that values its employees and is committed to creating exceptional guest experiences. Check out this video for more information on our great company

Location Description

Lake Arrowhead Resort and Spa is nestled high atop the majestic San Bernardino Mountains at an elevation of 5,174'. This Resort is surrounded by an ocean of Ponderosa Pines and gives guests exclusive access to Lake Arrowhead, a reservoir with a surface area of 780 acres. Lake Arrowhead is the perfect location for outdoor adventure enthusiasts and offers a variety of summertime and wintertime activities including hiking, mountain biking, fishing, kayaking, water skiing, snowboarding, snowshoeing, ziplining, and more. The resort includes a Bar & Restaurant, Spa & Wellness Center, Outdoor Pool & Lake Beach as well as over 23,000 sq. ft of meeting and events space.

Overview

Front Desk Agents are a major part of the "personality" of the Lake Arrowhead Resort and Spa property. The Front Desk Agent is a source of knowledge relative to the hotel, its amenities, nearby dining, entertainment and shopping for the guest. The responsibility of the Front Desk Agent is to create an incredible first and final impression and a memorable experience as the face of our property. This position is also responsible for checking in/out, registering, and assigning rooms to guests.

Your Role
  • Check in/out guests in a professional, friendly and efficient manner.
  • Perform cashier functions including accurate posting of charges to individuals and groups, and maintenance of cash receipts and hotel banks.
  • Perform reservation functions include entering and updating group files.
  • Performs concierge functions, such as instructing guests on local entertainment, restaurants, weather, event and entertainment, etc.)
  • Maintains the highest level of employee/guest relations.
  • Works cross functionally with other employees and must maintain a good working relationship.
  • Monitor, sell, post, and inventory items from the Sundries shop. May also restock Sundries items. Notifies manager of items to order.
  • Handles incoming phone calls and maintains exceptional customer service to guests waiting to check in/out or waiting in the lobby.
  • Addresses the needs of guests in an appropriate and professional manner.
  • Will receive and distribute information and phone messages to guests.
  • Acts as a concierge by providing travel directions, weather and road conditions, CalTrans driving requirements due to road conditions, entertainment, attractions, restaurants, etc. through various ways of communication.
  • Will accurately and with meticulous detail will post charges to guests' bills, perform adjustments, and collect payments.
  • Always create and maintain a positive guest experience for all guests.
  • Maintain operational focus and total partnership with all team members with the goal of delivering flawless service to one another and our guests.
Marginal Functions

In addition to performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the requirements of the hotel.
  • May be required to deliver items to guest rooms or complete inventories of supplies.
  • Other duties as assigned by the supervisor, manager on duty, director, or other management
Qualifications
  • High school diploma or equivalent, required. Any combination of higher education and experience within the hospitality industry.
  • 1 - 2 years of customer service experience as a front desk agent, reservationist, or other within the hospitality industry.
  • Must have excellent basic to intermediate computer experience using web-based systems, MS Office Suite (Excel, Word, Outlook, Teams).
  • Must have excellent phone etiquette and ability to take notes.
  • Ability to effectively communicate in English as a primary or secondary language.
  • Basic mathematical (adding, subtracting, multiplying, and dividing) skills and ability to perform accurate mathematical calculations using a 10-key, required.
  • Ability to effectively deal with guest and associate concerns in a professional, friendly and positive manner.
  • Ability to accurately enter information using a moderately complex computer system.
  • Excellent verbal and written communication skills in English as a first or secondary language, required.
  • Ability to adapt communication style to suit different audiences, such as effectively communicating with supervisors, coworkers, public, etc.
  • Must be able to work a flexible schedule, various hours, overtime, weekends, and holidays, during the season as required.
  • Must have reliable transportation to and from work.

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