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Guest Services Representative

2 months ago

Lake Arrowhead, California, United States Lake Arrowhead Resort Full time

About Lake Arrowhead Resort:

At Lake Arrowhead Resort and Spa, we prioritize our employees. Our commitment to a supportive and inclusive work environment is evident in our dedication to diversity, growth, and employee wellbeing. We offer a comprehensive range of benefits, including health insurance, retirement plans, and paid time off, along with unique perks such as wellness programs and discounts. We are dedicated to providing ongoing training and development opportunities to help our employees enhance their skills and advance their careers. Our collaborative work environment is designed to foster success and exceptional guest experiences.

Position Overview:

The Front Desk Agent plays a crucial role in shaping the guest experience at Lake Arrowhead Resort and Spa. As the first point of contact, the Front Desk Agent is responsible for providing guests with information about the hotel, its amenities, and local attractions. This role is essential in creating a positive first and last impression for our guests, ensuring a memorable stay.

Key Responsibilities:

  • Efficiently check in and out guests with a friendly demeanor.
  • Handle cashier duties, ensuring accurate posting of charges and maintenance of cash receipts.
  • Manage reservations, including entering and updating group files.
  • Act as a concierge, providing guests with information on local entertainment, dining, and events.
  • Maintain excellent relations with guests and colleagues.
  • Collaborate with team members to ensure seamless service delivery.
  • Oversee inventory and sales in the Sundries shop, restocking as necessary.
  • Respond to incoming calls, providing exceptional customer service.
  • Address guest inquiries and needs in a professional manner.
  • Distribute messages and information to guests as required.
  • Provide travel directions and local information to enhance guest experiences.
  • Accurately post charges and collect payments from guests.
  • Strive to create a positive experience for all guests.
  • Work closely with team members to ensure operational excellence.

Additional Responsibilities:
In addition to the primary duties, this position may involve:

  • Delivering items to guest rooms or conducting inventory checks.
  • Performing other tasks as assigned by management.

Qualifications:

  • High school diploma or equivalent required; additional education or experience in hospitality is a plus.
  • 1-2 years of customer service experience in a front desk or hospitality role.
  • Proficient in computer systems, including MS Office Suite.
  • Strong phone etiquette and note-taking skills.
  • Effective communication skills in English, both verbal and written.
  • Basic math skills for accurate financial transactions.
  • Ability to handle guest concerns with professionalism and positivity.
  • Flexible availability, including weekends and holidays.
  • Reliable transportation to and from work.