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Guest Services Representative

2 months ago

McCall, Idaho, United States Shore Lodge Whitetail LLC Full time

POSITION OVERVIEW:


The Front Desk Agent plays a crucial role in providing exceptional service to guests at Shore Lodge and Whitetail. This position involves greeting guests warmly, addressing their needs, and providing information about available accommodations and dining options.

With a focus on guest engagement, the Front Desk Agent collaborates with various departments to manage room bookings, spa services, outdoor activities, and more, ensuring a seamless experience for all visitors.


KEY RESPONSIBILITIES:

  • Welcome guests upon arrival and assist with the check-in process and resort orientation.
  • Facilitate special requests and ensure amenity provisions are met.
  • Handle incoming reservation calls with accuracy and professionalism.
  • Prepare daily reports and maintain logs as required.
  • Keep the lobby and front desk area tidy and inviting.
  • Process billing at the conclusion of guest stays.
  • Provide comprehensive information about local attractions, hotel amenities, and directions.
  • Manage multiple phone lines and direct calls appropriately.
  • Adapt to a dynamic work environment while maintaining composure under pressure.
  • Utilize various software systems to manage guest information and schedule activities.
  • Adhere to cash handling and credit policies as outlined.
  • Assist guests in resolving any concerns and work towards satisfactory solutions.
  • Act as a bell attendant when necessary.
  • Deliver outstanding customer service to guests, club members, and colleagues.
  • Follow company policies and procedures diligently.
  • Perform additional duties as assigned.
QUALIFICATIONS:

  • High School Diploma or equivalent.
  • Minimum of 1 year experience in a similar service-oriented role at a recognized establishment.
  • Strong problem-solving skills and sound judgment.
  • Proficiency in Microsoft Office Suite, including Outlook and Internet navigation.
  • Excellent organizational skills with the ability to multitask effectively.
  • Exceptional customer service abilities.
  • Strong verbal and written communication skills.
  • Prior experience in Front Desk, Reservations, or Guest Services at a high-quality property is preferred.
  • Familiarity with lodging software is advantageous.