Front Desk Agent

5 days ago

Santa Rosa, California, United States Flamingo Resort & Spa Full time
About Us

At Flamingo Resort & Spa, we value our employees and strive to create a supportive and inclusive work environment that fosters 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.

We offer 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, we are committed to providing ongoing training and development opportunities to help our people build the skills and knowledge they need to advance their careers.

Job Summary

We are seeking a highly motivated and customer-focused Front Desk Agent to join our team. As a Front Desk Agent, you will be responsible for greeting and registering guests, providing prompt and courteous service, and closing out guest accounts upon completion of stay to meet our high standards of quality.

Key Responsibilities
  • Greet customers immediately with a friendly and sincere welcome, using a positive and clear speaking voice, and listen to understand requests, respond with appropriate action, and provide accurate information such as outlet hours and local attractions.
  • Complete the registration process by inputting and retrieving information with routine difficulty from a computer system, confirming pertinent information including number of guests and room rate, and promote hotel's marketing programs.
  • Verify and imprint credit cards for authorization using electronic acceptance methods, handle cash, make change, and balance an assigned house bank, and accept and record vouchers, travelers checks, and other forms of payment.
  • Promptly answer the telephone using positive and clear English communication, input messages into the computer, retrieve messages and communicate the content to the guest, retrieve mail, small packages, and facsimiles for customers as requested.
  • Close guest accounts at time of check out and ascertain satisfaction, in the event of dissatisfaction, negotiate compromise, which may include authorizing revenue allowances.
  • Remain calm and alert, especially during emergency and/or heavy hotel activity, and resolve complications such as location changes or credit issues.
  • Field guest complaints, conducting thorough research to develop the most effective solutions and negotiate results, listen and extend assistance in order to resolve problems such as price conflicts, insufficient heating or air conditioning, etc.
Requirements

We are looking for a highly motivated and customer-focused individual who is able to work in a fast-paced environment and provide excellent customer service. The ideal candidate will have basic mathematical skills and considerable skill in the use of a calculator to prepare moderately complex mathematical calculations without error.

The individual must be able to effectively deal with internal and external customers, some of whom will require high levels of patience, tact, and diplomacy to defuse anger, collect accurate information, and resolve conflicts.

The individual must be able to stand and move throughout the front office and continuously perform essential job functions.

The individual must be able to read, listen, and communicate effectively in English, both verbally and in writing.

The individual must be able to access and accurately input information using a moderately complex computer system.

The individual must have hearing and visual ability to observe and detect signs of emergency situations.

Experience with Opera systems is a plus but not required.

Qualifications

Education: High school diploma preferred.

Experience: No prior experience required. Prior hospitality experience preferred.

Licenses or certificates: No special licenses required. Individuals are required to meet the minimum bonding standards.

Grooming: All employees must maintain a neat, clean, and well-groomed appearance.

Other: Applicants with additional language skills preferred.

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