Description:Responsibilities for the position include, but are not limited to the following:
- Oversee Front Desk agents and operations, including guest check in and check out; while ensuring overall excellent guest service.
- Welcome guests in a friendly, prompt, and professional manner.
- Follow company procedures and management directions, and represents the company in a professional and positive manner
- Ensure all agents are trained on the highest standards
- Respond to guest inquiries and resolve customer complaints in a timely and effective manner.
- Ensure all cash handling procedures are followed
- Process all payments according to established procedures.
- Constantly communicate with other team members in fast paced environment
- Responsible for the scheduling of Front desk staff, as well as clubhouse housekeepers and maintenance workers. Including, checking future planned absences, planning coverage, and ensuring overtime is provided when necessary
- Register guests, issue room keys, and provide information on the resort amenities and activities.
- Promptly and courteously answer phones
- Up-sell rooms when possible, to maximize hotel occupancy
- Accurately process all cash and credit card transactions in accordance with established procedures including but not limited to posting all charges, completing deposit and other reports, preparing deposits, and counting/securing assigned bank.
- Communicate any outstanding guest requests or issues to appropriate departments (i.e.: management, maintenance, housekeeping departments) that may require additional monitoring or follow-up.
- Respond appropriately to guest complaints
- Make appropriate service recovery gestures in order to ensure complete guest satisfaction.
- Book guest reservations for individuals that are requested from within the Resort
- Effectively and efficiently communicate any cancellations or changes with the Reservations department.
- Recruit and train new Front Desk Agents.
- Lead, monitor, motivate and inspire the Front Desk team; providing guidance and support.
- Perform other duties assigned.
Requirements:Requirements:
- Computer proficiency with the ability to utilize MS Outlook, Word and Excel
- Must be able to multitask and to handle high volume business
- Excellent interpersonal, administrative, telephone and other communications skills
- Ability to stand for 8+ hours.
- Physical presence at the job site is essential to perform duties
- Able to operate typical office equipment; such as computers, phone system, fax, copier & scanner, reservations and POS systems
- An ability to think logically and solve problems with a proven track record of prioritizing and organizing their time
- Flexible with regards to assigned tasks and able to work under own initiative as well as part of a team
- Knowing how to work under pressure to meet company’s deadlines
- Must have knowledge and background in hospitality
- Ability to manage a large, diverse workforce.
- Good eye for detail and a desire to take responsibility, through to resolution, for issue and concerns generated by our customers.
- Must have a reliable source of transportation
- Bi-lingual candidates will be given preference (Spanish, Portuguese preferred)
- High School degree or equivalent.
- Must be flexible in regard to scheduling. Will mostly work between the hours of 3:30p -12a
Job Type: Full-time
Pay: $17.25 per hour