Hotel Reception Specialist

Position Title: Front Desk Agent

Reports To: Front Desk Manager and Front Desk Supervisor

Supervises: N/A

Summary of Position

The Front Desk Agent plays a crucial role in welcoming and assisting hotel guests during their stay. This position involves managing check-ins and check-outs, handling reservations, and addressing guest inquiries to ensure a pleasant experience at the resort.

Key Responsibilities and Performance Expectations

• Competence
• Demonstrates hospitality behaviors and adheres to performance standards.
• Knows where to find necessary information to complete tasks effectively.
• Exhibits technical skills required for job functions.
• Understands and embodies the behavioral values necessary for task completion.
• Takes initiative to resolve issues independently when solutions are not readily available.
• Knows how to seek assistance from colleagues when required.
• Possesses comprehensive knowledge of the hotel’s offerings and services.
• Provides guests with accurate directions and information about the venue. Addresses all feedback and complaints promptly and courteously.
• Performance
• Meets expected outcomes and standards in key responsibilities and operational procedures.
• Proactively addresses challenges and seeks innovative solutions.
• Acts decisively in the absence of guidance to meet guest or internal customer needs.
• Adapts quickly to changes, applying skills positively to achieve success.
• Supports the goal of delivering quality service consistently.
• Maintains the integrity and cleanliness of the property and equipment.
• Offers suggestions for performance enhancement.
• Behavior
• Exhibits behavior that aligns with the company’s mission and values.
• Approaches all tasks with enthusiasm and inspires others to do the same.
• Maintains a positive demeanor in all situations.
• Respects the individuality of colleagues and fosters open communication.
• Speaks positively about guests and team members in all contexts.
• Treats everyone with respect at all times.
• Service Orientation
• Prioritizes serving others.
• Identifies and communicates the needs of guests effectively.
• Takes prompt action to exceed guest expectations.
• Seeks ways to enhance service delivery for individuals and the team.
• Willingly provides assistance beyond job responsibilities to contribute to the resort's success.
• Takes ownership of guest issues until resolution is achieved.
• Professionalism
• Adheres to company appearance standards.
• Represents the company’s reputation positively in all interactions.
• Attendance
• Follows company attendance policies.
• Notifies supervisors of potential absences in advance.
• Required to participate in special events and functions.
• Communication
• Provides timely information essential for team success.
• Shares relevant information with the next shift to ensure continuity.
• Listens actively to others and considers their feedback.
• Asks clarifying questions to understand expectations.
• Reports guest feedback to supervisors.
• Informs management of any issues regarding property standards.
• Team Collaboration
• Puts team success ahead of personal achievements.
• Assists colleagues in achieving their goals without prompting.
• Takes initiative to resolve interpersonal conflicts.
• Supports other departments in their objectives.
• Shares ideas to enhance team performance and guest satisfaction with management.
• Contributes actively to team discussions and meetings.

1. Essential Duties and Responsibilities include the following and are subject to change at management's discretion:
   • Responsible for checking in all guests.
   • Issuing key cards for hotel guests.
   • Possessing knowledge of the hotel and surrounding area.
   • Managing reservations for future guests.
   • Understanding all packages offered by the hotel.
   • Having a working knowledge of basic computer systems.
   • Handling cash and deposits accurately.
   • Maintaining a clean and organized workspace.
   • Performing duties efficiently and effectively as needed.
   • Facilitating guest check-outs.

• Adheres to all regulatory, departmental, and company policies and procedures.
• Performs other duties as assigned.

1. Supervisory Responsibilities
2. Education and/or Experience Requirements

Must embody the company values of Accountability, Productivity, Acceptance, Communication, Hospitality, and Enthusiasm. Approaches all tasks with a positive attitude and encourages a collaborative team environment.

• High School Diploma or GED; at least one year of experience in a customer service role, with strong communication and computer skills. A friendly and positive attitude towards colleagues and guests is essential.

1. Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential duties of this position.

While performing the duties of this position, the team member is frequently required to stand, walk, use hands, to finger, handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl, talk or hear. Must be able to use handheld communication devices. The team member must occasionally lift and/or move up to 50 pounds. The team member must be able to stand for extended periods.

1. Work Environment

The work environment characteristics described here are representative of those a team member encounters while performing the essential functions of this position.

The noise level in the work environment is typically loud. The team member may be exposed to a smoke-filled environment. The team member may encounter biohazardous materials. The team member may also experience high-stress situations.

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