POSITION TITLE: Hotel Front Desk Agent

CLASSIFICATION: Non-Exempt

DEPARTMENT: Hotel

SUPERVISOR: Hotel Director

GRADE:

Position Summary:

Under direct supervision of the Hotel Director, responsible for management of hotel desk operations.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

Includes the following (Other duties may be assigned):

• Answers all incoming calls
• Inform guests of all required information and be prepared to answer questions the guest may pose regarding the resort or local area attractions.
• Quote rates and room availability in accordance with established procedures.
• Maintains detailed knowledge of resort services and hours of operations.
• Record reservations received verbally or in writing and enter in property management system.
• Provides a friendly and courteous guest/employee contact experience.
• Follow appropriate procedures to process or cancel reservations.
• Follow established phone etiquette procedures.
• File, retrieve, and update reservations and related reports.
• May be required to check guest in and out of hotel, settling accounts with established procedures.
• Perform job duties as required by other department managers, including Human Resources, Sales and Catering and Food and Beverage.
• Perform job duties of Concierge as scheduled (See Concierge job description)
• Performs other job-related duties as assigned.

Minimum Qualifications:

Education and Experience:

High school diploma or equivalent

Related experience is preferred but not required. Must be 18 years of age or older. Must be able to pass a background check.

Knowledge, Abilities, Skills, and Certifications:

• Must be able to maintain a professional status through interface with customers.
• Must be able to maintain a professional working relationship with management and co-workers.
• Must be able to work flexible schedules

Physical Demands:

While performing the duties of this job, the employee regularly is required to stand and walk for extended periods; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee occasionally is required to sit; and stoop, kneel, crouch, or crawl and lift in excess of 25lbs.

Physical stamina and proper mental attitude to work under pressure at a fast pace are essential. Must have the mental fortitude to handle the pressures of multiple tasks while providing excellent guest service.

Work Environment:

The duties of this position are primarily performed in indoor climate conditions.

Evening, holiday and/or weekend work are required. Extended hours and irregular shifts may be required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)