The Lodge at Woodloch has a philosophy of personal awakening, allowing guests to discover or reunite with stress-relieving outlets that benefit them long after they leave. The common denominator in each life-changing event at The Lodge at Woodloch is YOU. Each department requires different skills and knowledge that come together to make The Lodge at Woodloch an award-winning wellness retreat. Because of the amazing team, and the impact they have on guests, The Lodge at Woodloch has been honored with awards recognizing them within the Top 10 Wellness Resorts in the World time and time again! We are so lucky to be part of the Woodloch family of resorts. The "Woodloch Way" is a term we use to showcase our dedication to hospitality and to each and every one of our staff (family) members. We've created a place where we can work hard, be creative and have our voices heard. General Purpose of Position The Front Desk & Reservations Agent serves as a key ambassador of The Lodge at Woodloch, delivering exceptional guest service throughout the guest journey, from the initial reservation inquiry through departure. This position combines front desk operations and reservations sales responsibilities, ensuring guests receive personalized service, accurate information, and seamless communication before, during, and after their stay. The Front Desk & Reservations Agent is responsible for creating memorable guest experiences, maximizing revenue opportunities, maintaining reservation accuracy, resolving guest concerns, and supporting operational excellence in accordance with The Lodge at Woodloch's service standards. Essential Duties and Responsibilities the following duties are representative of the position and are not intended to be all-inclusive. Additional responsibilities may be assigned as needed. General Responsibilities Maintain regular and reliable attendance. Demonstrate professionalism, positivity, and a guest-first attitude in all interactions. Uphold The Lodge at Woodloch's service standards and core values. Maintain comprehensive knowledge of resort accommodations, spa services, dining venues, activities, amenities, promotions, and policies. Work collaboratively with Reservations, Front Desk, Spa, Housekeeping, Food & Beverage, Bell Services, and other resort departments. Utilize resort systems and technology platforms accurately and efficiently. Participate in ongoing training, meetings, and development opportunities. Maintain clean, organized, and professional workspaces. Follow all safety, security, emergency, and cash-handling procedures. Adhere to all company policies and procedures. Perform other duties as assigned by management. Front Desk Responsibilities Welcome guests warmly and professionally upon arrival and throughout their stay. Complete guest check-in and check-out procedures accurately and efficiently. Verify guest information, payment methods, room assignments, package inclusions, and special requests. Respond promptly to guest inquiries, concerns, and service requests. Coordinate guest needs with appropriate departments to ensure timely resolution. Monitor arrivals, departures, room status, VIP guests, and special accommodations. Process payments, deposits, refunds, folio adjustments, and other financial transactions according to established procedures. Maintain accurate documentation and communications through designated systems and logs. Assist with lobby presentation and ensure public-facing areas reflect resort standards. Reservations Responsibilities Provide a knowledgeable, personalized, and consultative sales experience to prospective guests. Handle inbound and outbound reservation inquiries through phone, email, and other communication channels. Identify guest needs and recommend accommodations, packages, upgrades, and enhancements that maximize guest satisfaction and revenue opportunities. Maintain thorough knowledge of resort rates, promotions, availability, restrictions, and package offerings. Accurately enter, modify, and manage reservation details in the Property Management System. Coordinate transportation requests, special accommodations, dietary needs, celebrations, and guest preferences. Follow established procedures regarding deposits, cancellations, payment processing, and reservation policies. Monitor waitlists, inquiries, and follow-up opportunities to maximize conversion and guest retention. Guest Experience and Service Excellence Create meaningful interactions that exceed guest expectations. Anticipate guest needs and proactively offer solutions. Resolve guest concerns professionally and efficiently while maintaining service recovery standards. Foster guest loyalty through relationship building and personalized service. Serve as a positive representative of The Lodge at Woodloch at all times. Essential Qualifications Strong customer service and interpersonal skills. Excellent verbal and written communication skills. Ability to remain composed and professional in a fast-paced environment. Strong organizational skills and attention to detail. Basic computer proficiency and ability to learn multiple software platforms. Ability to multitask, prioritize, and adapt to changing operational needs. Strong problem-solving and decision-making skills. Professional appearance and grooming standards consistent with resort expectations. Ability to perform basic mathematical calculations involving currency, discounts, charges, and payments. Ability to understand financial transactions and reconcile balances accurately. Ability to exercise sound judgment and solve problems in a guest-focused environment. Schedule Requirements Ability to work all days, evenings, weekends, holidays, and peak occupancy periods. Schedule may vary based on operational needs. Education and Requirements Required High School Diploma or equivalent. Preferred Customer service, hospitality, hotel, resort, reservations, sales, or related experience. Experience working with Property Management Systems (PMS), reservation systems, or guest service platforms. Physical Demands The physical demands described are representative of those required to successfully perform the essential functions of the job. Ability to sit and stand for extended periods. Ability to occasionally bend, reach, stoop, and lift up to 30 pounds. Ability to move throughout the resort as operational needs require. Work Environment The work environment is primarily a guest-facing hospitality setting. Frequent interaction with guests, visitors, and team members. Fast-paced environment with changing priorities and guest needs. Moderate noise levels are typical.

Culture:

Woodloch takes pride in having exceptional staff with a great work culture in a beautiful setting (lake side!) We promote teamwork and cooperation We celebrate our staff with appreciation/holiday parties Career development and advancement

Benefits:

Medical, Dental, and Vision for Full Time, Part Time and Seasonal employees Company-paid Life insurance for Full-Time employees Short Term Disabilities plans, Life and Pet insurance 401k with employer match 529 College Savings Plan Generous Paid Time Off package, Paid Sick & Paid FMLA Flexible & Dependent Care Saving Account (FSA) Complimentary birthday dollars Employee Crisis Fund/ Benevolent Fund Complimentary Day Passes Free use of many facilities, sports complex discounts, golf discounts, wellness programs Dozens of local employee retail discounts

•Full benefit details will be disclosed during new employee orientation

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