Front Desk Agent

At Turf Valley Resort, we pride ourselves on providing a relaxing, peaceful atmosphere to ensure deep relaxation, as well as a peaceful retreat. Our resort offers breathtakingly scenic views of gently waning sunsets, which overlook the pinnacle of our property, as well as our newly renovated and carefully maintained golf courses. Located in Central Maryland, we are a short drive from Baltimore and Washington, DC. Turf Valley offers an inclusive and diversified work environment that emphasizes teamwork and career growth. We pride ourselves on being a family owned and operated business, and we truly see our employees as an extension of the family. Come join the family and see why 32% of our managers started as hourly employees and 56 % of our employees have been here for 10+ years. Work above par, drive your own cart through life & play the whole 18 holes with us here at Turf Valley Resort. We are looking for a Full-Time Front Desk Agent that can work evenings (3pm-10pm).

RESPONSIBILITIES

CUSTOMER

SERVICE SKILLS

Answering questions about the Hotel and surrounding areasProviding directions for the Hotel and surrounding areasAnswering the phonesHandling guest room requestsProblem solving and listening skills

CHECK GUESTS IN AND OUT OF HOTEL EFFICIENTLY

Utilize computer programProcess payment optionsAssign a roomActivate a room keyKnowledgeable of Hotel policies and proceduresMake future reservations if necessary for customer

SHIFT PREP WORK

Review number of departures or arrivals for the dayRead daily log book and take action as necessaryPrepare new forms for the day Request sheetStart a new key sign-out sheet (signatures accompany all key requests)Start daily wake up log sheet Routing checking Trace file for notes, comp slips, etc.

Ensure that faxes and messages are delivered appropriatelyCheck for any package deliveriesPaper supplies for the fax machine, copier and printersFront Desk is fully stocked (pens, folio paper, brochures, etc.)Registration cards are in the bucket and the bucket check is done on each shiftVendor dry cleaning status and post valet chargesEvent sheets are placed in the appropriate place

BUCKET CHECK

Print a bucket check reportMake sure each occupied room has a registration card in the bucketMake sure a credit card is on file for each registrationMake sure there are no cash paying guests over their limitMake sure each registration card is signed and addresses and phone numbers are added to the guest fileComplete disputed charges and cash accounts if necessary

RUN THE FOLLOWING REPORTS

Print an emergency report at the beginning of each shiftPrint a vacant rooms reportArrivals list for each dayPrint an in-house guest ledger for both restaurantsPrint a note report for each day and its following dayPrint your individual shift auditOrganize your folio receipts accordinglyYou are responsible for your individual bank and house monies at all timesAt the end of your shift print registration cards and pending mail (PM)

OTHER:

Write package vouchers if necessaryKnowledge of lost and found procedures and theft reports from guestsReporting unusual requests and problems to managersFull understanding of fire evacuation and emergency proceduresUnderstanding and compliance with safety deposit box usage

Physical Demands:

1. Standing for 8-Hour Shift 2. Occasional Bending and Lifting 3. Ability to

Use Computer Proficiently Education and Work Experience:

1. A minimum of 1-2 years of Hotel Front Desk experience preferred 2. Excellent Customer Service Skills