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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 delivering exceptional service to guests at Shore Lodge and Whitetail. This position is responsible for warmly welcoming guests, providing information about room accommodations, and guiding them through the various dining and recreational options available.

With a focus on enthusiasm and engagement, the Front Desk Agent collaborates with multiple departments to manage room bookings, spa appointments, outdoor activities, and more, ensuring a seamless experience for all guests.


KEY RESPONSIBILITIES:

  • Welcome guests upon arrival, assisting with check-in procedures and providing a comprehensive orientation of the resort.
  • Address special requests and facilitate amenity services to enhance guest satisfaction.
  • Handle incoming calls efficiently, processing reservations and directing inquiries as needed.
  • Maintain accurate records and reports to support daily operations.
  • Ensure the lobby and front desk area are well-presented and inviting.
  • Complete billing processes at the conclusion of guest stays.
  • Stay informed about local attractions, hotel amenities, and provide accurate directions.
  • Manage multiple phone lines, directing calls throughout the lodge.
  • Adapt to a dynamic work environment while maintaining composure under pressure.
  • Utilize various software applications to manage guest information and schedule activities.
  • Adhere to cash handling and credit policies to ensure financial integrity.
  • Assist guests in resolving issues, demonstrating empathy and problem-solving skills.
  • Occasionally perform bellman duties when required.
  • Deliver outstanding customer service to guests, Club Members, and team members.
  • Follow company policies and procedures diligently.
  • Take on additional responsibilities as assigned.

QUALIFICATIONS FOR SUCCESS:

  • High School Diploma or equivalent.
  • A minimum of 1 year of experience in a similar hospitality role at a recognized establishment.
  • Strong problem-solving abilities and sound judgment.
  • Proficiency in Microsoft Office Suite, including Outlook and Internet navigation.
  • Exceptional organizational skills with the ability to multitask effectively.
  • Outstanding customer service skills are essential.
  • Effective communication skills for interacting with guests and colleagues.
  • Ability to comprehend and articulate both spoken and written information.
  • Previous experience in Front Desk, Reservations, or Guest Services at a reputable property is preferred.
  • Familiarity with lodging software is an advantage.