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Front Desk Representative

2 months ago

Lake Arrowhead California, United States Lake Arrowhead Resort and Spa Full time
About Us

Lake Arrowhead Resort and Spa is a leading hospitality company that values its employees and is committed to creating exceptional guest experiences. Our company culture is built on a foundation of diversity, growth, development, and wellbeing. 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.

Job Summary

We are seeking a highly skilled and customer-focused Front Desk Representative to join our team at Lake Arrowhead Resort and Spa. As a Front Desk Representative, you will be the face of our property and will be responsible for creating an incredible first and final impression for our guests.

Key Responsibilities
  • 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, including entering and updating group files.
  • Provide concierge services, such as instructing guests on local entertainment, restaurants, weather, event, and entertainment.
  • Maintain the highest level of employee/guest relations.
  • Work cross-functionally with other employees and maintain a good working relationship.
  • Monitor, sell, post, and inventory items from the Sundries shop.
  • Handle incoming phone calls and maintain exceptional customer service to guests waiting to check in/out or waiting in the lobby.
  • Address the needs of guests in an appropriate and professional manner.
  • Will receive and distribute information and phone messages to guests.
  • Act as a concierge by providing travel directions, weather, and road conditions, CalTrans driving requirements due to road conditions, entertainment, attractions, restaurants, etc.
  • Will accurately and with meticulous detail post charges to guests' bills, perform adjustments, and collect payments.
Requirements
  • 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 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.
  • 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.