Front Desk Agent

JOB DESPRIPTION

Front Desk Representative

REPORTS TO: Front Desk Manager

CLASSIFICATION: Full-time/Part-time hourly

This job description lists the responsibilities and duties associated with the position of Front Desk Representative. While the following should be considered a comprehensive description of this position, some responsibilities and duties may not be specifically addressed.

The Waters of Minocqua emphasizes a team approach and expects every person to perform any reasonable task or request that is consistent with fulfilling business objectives.

JOB BRIEF

The Front Desk Representatives represents The Waters of Minocqua, serving as the initial contact for guests as they check into the property and are responsible for providing quality guest service in a gracious and professional manner. Front Desk Representatives are responsible for front office operations. The main responsibility of a Front Desk Representative is to meet the needs of all guests throughout their stay.

DUTIES AND RESPONSIBILITIES

• Answer incoming calls and assist with reservations, confirmations, room needs requests and enhancements via all communication avenues
• Answer inquires pertaining to hotel services and registration of guests
• Transmit and receive messages using all communication avenues
• Anticipate guests needs, respond promptly and acknowledge all guests
• Assist guests with issues and complaints with empathy and a focus on guest satisfaction
• Handle and coordinate room assignments and any pre-arrival requests
• Greeting guests upon entry to the hotel
• Process guest arrivals and departures, including all necessary payments
• Collect payment and make change for guests
• Accurately post charges to guest bill
• Settling the guests account upon completion of their stay
• Maintain complete knowledge of the facility, services and local areas
• Adhere to all cashiering procedures: open, secure and balance out shift till
• Communicate pertinent guest info to designated departments
• Complete all items as listed on shift checklists
• Bucket checks to be performed by each shift to verify guest data
• Keep the front desk as well as lobby areas clean and well organized
• Assist other departments as required

QUALIFICATIONS

• High School Diploma or equivalent
• Previous customer service experience preferred
• Cash handling experience is an asset
• Must be at least 18 years of age or older
• Professional demeanor
• Effective decision making
• Provide outstanding customer service
• Strong communication skills
• Good organizational and time management skills
• Ability to focus on the guest, ensuring complete satisfaction with each transaction/interaction
• Ability to maintain effective working relationships with associates and customers
• Must be able to multi-task and prioritize with excellent follow up skills and customer service
• Ability to perform assigned duties with attention to detail, speed, accuracy, follow-through, courtesy, cooperativeness and work with a minimum of supervision
• Ability to solve practical problems
• Neat, professional grooming and presentation
• Ability to accurately use various office software

Job Types: Full-time, Part-time

Pay: From $11.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Holidays
• Night shift
• Overtime
• Weekend availability

Supplemental Pay:

• Bonus pay
• Tips

Education:

• High school or equivalent (Preferred)

Experience:

• Hotel experience: 1 year (Preferred)

Work Location:

• One location

Work Remotely:

• No

Work Location: One location