Front Desk Representative

1 week ago

Donnelly, Idaho, United States Tamarack Resort Full time

Job Summary:

We are seeking a highly skilled and customer-focused Front Desk Agent to join our team at Tamarack Resort. As a Front Desk Agent, you will be the first point of contact for our guests and will be responsible for providing exceptional service and ensuring a memorable experience for all visitors.

Key Responsibilities:

  • Provide personalized greetings and ensure a warm welcome for all guests.
  • Assist guests with booking and checking in, including handling room assignments and key distribution.
  • Answer guest inquiries regarding rates, packages, and general information in a timely and accurate manner.
  • Have a thorough knowledge of our resort's amenities and services and be able to make recommendations to guests.
  • Put together check-in packets, issue keys, and send confirmation emails to guests.
  • Greet, check in, and settle guest accounts while ensuring all service standards are followed.
  • Understand guests' needs and provide personalized solutions by suggesting activities and amenities provided by the resort.
  • Be fully aware of the daily functions around the resort and be able to communicate this information to guests.
  • Work with multiple systems to ensure complete accuracy of information regarding guest needs, activity/dining bookings, and other requests.
  • Log in to multiple booking platforms to ensure reservations are correct and guests have proper communication.
  • Provide anticipatory service when engaging with guests on the phone, over email, or in-person.
  • Listen to and respond to guest complaints and find the most appropriate solution.
  • Ensure the front office, coffee room, and back-office supplies are stocked and organized.
  • Accurately complete and balance all special billing, deposits due, and other guest charges.
  • Follow department policies, procedures, and service standards.
  • Relay maintenance and housekeeping requests to the correct department and follow up with guests.
  • Drive to properties to help with departure checks, deliver amenities, and inspect for damages.

Requirements:

  • Proficiency in English both written and oral.
  • Previous customer service experience required.
  • Previous reservation system experience.
  • Computer literacy in Microsoft Windows applications required.
  • Ability to type ~40 words per minute.
  • Must possess a professional presentation.
  • Strong interpersonal and problem-solving abilities.
  • Highly responsible & reliable.
  • Ability to work well under pressure in a fast-paced environment.
  • Ability to work cohesively with fellow colleagues as part of a team.
  • Ability to focus attention on guest needs, remaining calm, and courteous at all times.
  • Adaptability to changes in work environment and able to deal with frequent changes, delays, or unexpected events.
  • Must be able to stand/walk for long periods.
  • Must enjoy working and interacting with the public, including phone interactions.
  • Ability to multi-task.
  • Must be over 21 years of age.
  • High School Diploma or Equivalent.
  • 1 year customer service in resort industry.

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