Front Desk Representative

The Front Desk Representative is responsible for the registration of guests staying in the hotel, as well as communicating hotel services and any promotions. This position must be focused on providing the highest level of guest service, as it has a direct impact on the guest experience while staying at the resort. The supervisor oversees the Call Center and Front Desk. They are responsible for hiring, scheduling and training the employees in these areas. Front Desk Supervisors are required to handle all guest problems and complaints in a timely and efficient manner while maintaining a positive and helpful attitude.

Essential Functions:

Efficiently check guests in and out of the hotel and administer hotel policies and procedures. Assist the reservation center in taking, modifying, and canceling guest reservations, noting any special requests. Operate the hotel phone system using friendly and professional service. Handle all shift cash transactions accurately. Communicate hotel facilities and services to all guests, as well as local area facilities and points of interest. Coordinate with other departments to fill special guest requests or to resolve problems. Read and update the Front Desk Communication Log daily. Understand and follow all hotel emergency procedures. Maintain confidentiality of guest information and hotel data. Provide exceptional customer service to all internal and external customers. Resolve problems quickly and accurately, and follow directions thoroughly. Perform functions under frequent time pressure in an interruptible environment. Work cohesively with a team to accomplish assigned duties Answer and take calls in a pleasant manner. Transfer guests call to the appropriate department.

Required:

High School Diploma or GED; six months experience customer service; or equivalent combination of education and experience. Effective interpersonal and communication skills. Maintain courteous and effective working relationships with others. Ability to work under time pressure with a positive attitude. Basic computer literacy & capabilities.