About the role
What you'll bring to the team
Front Desk Agents are responsible for acting as the face of the Resort, answering and responding to internal and external guest needs and deliver outstanding guest service and financial profitability.
Candidates must be 18+ for the role.
Key Objectives
- Welcome guests into the resort with a genuine warm welcome. • Ability to deliver a dynamic customer service experience by assisting guests with check in/checkout process and inquiries. • Ability to work under pressure and in a fast environment. • Works effectively in a team environment.
Main Responsibilities:1. Check guests in, ensuring proper credit is received, special requests are noted and fulfilled, and accurate information is provided2. Maintain and improve the quality of the guest experience3. Process all payments according to established hotel requirements4. Provide information and assistance to all guests and visitors5. Provide prompt, courteous and efficient handling of all requests for guest room reservations, changes, cancellations and information6. Provides prompt, courteous and efficient handling of all incoming calls and assistance for outgoing calls that transpire through PBX7. Play an integral part in assisting with emergencies, (fire, medical, power/system failure) by contacting the designated personnel for immediate assistance.8. Assist guest services, safety services, housekeeping, and engineering team9. Maintain confidentiality of all guests10. Must be able to multitask and prioritize departmental functions to meet deadlines
Qualifications & Experience
- 1 – 3 years of Hotel front desk experience preferred. • Preferred candidate will have experience in OPERA property management system or equivalent. • Must be able to speak the English language clearly and fluently. • Preferred candidate will have the ability to speak Spanish fluently. • Provide excellent customer service and maintain a professional demeanour. • Ability to communicate effectively with others both verbally and written. Must have excellent guest service skills, proven conflict resolution skills, and proven leadership skills to drive initiatives to improve the team and the business. • Ability to stand for long periods of time. Must be able to work a flexible schedule including evenings, weekends, and holidays.
Physical Requirements
A.
Sitting:
- None (0%)
- Occasionally (1-33%)
- Frequently (34-66%)
- Constantly (67-100%)
J.
Wrist Deviation (Side to Side):
- None (0%)
- Occasionally (1-33%)
- Frequently (34-66%)
- Constantly (67-100%)
B.
Standing:
- None (0%)
- Occasionally (1-33%)
- Frequently (34-66%)
- Constantly (67-100%)
K.
Hand/Wrist Repetitions (Up and Down):
- None (0%)
- Occasionally (1-33%)
- Frequently (34-66%)
- Constantly (67-100%)
C. Walking
- None (0%)
- Occasionally (1-33%)
- Frequently (34-66%)
- Constantly (67-100%)
L.
Reaching:
- None (0%)
- Occasionally (1-33%)
- Frequently (34-66%)
- Constantly (67-100%)
D.
Lifts and Carries:
Frequency
- Up to 10 pounds None Occasionally Frequently Constant 2. 11 to 24 pounds None Occasionally Frequently Constant
- 25 to 34 pounds None Occasionally Frequently Constant
- 35 to 50 pounds None Occasionally Frequently Constant 5. 51 to 74 pounds None Occasionally Frequently Constant
- 75 to 100 pounds None Occasionally Frequently Constant
- Over 100 pounds None Occasionally Frequently Constant
E.
Lifts Overhead: Frequency:
- Up to 10 pounds None Occasionally Frequently Constant
- 11 to 24 pounds None Occasionally Frequently Constant
- 25 to 34 pounds None Occasionally Frequently Constant
- 35 to 50 pounds None Occasionally Frequently Constant
- 51 to 74 pounds None Occasionally Frequently Constant
- 75 to 100 pounds None Occasionally Frequently Constant
- Over 100 pounds None Occasionally Frequently Constant
F.
Twisting:
- None (0%)
- Occasionally (1-33%)
- Frequently (34-66%)
- Constantly (67-100%)
M.
Grasping:
- Simple: < 50 pounds
- Firm: > 50 pounds
G.
Bending: