Front Desk Agent
Company: Garden of the Gods Resort and Club
Location: Colorado Springs
Posted on: August 6, 2022
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Job Description:
Job Description Position Purpose & Summary The front desk agent
will assist guests and members with all queries via email and
phone, guest arrivals and departures; make reservations,
cancellations and answer questions on rates, hotel facilities, and
services with efficiency and professionalism. Essential Functions:
Conduct all check in and checkout procedures for the hotel
according to hotel standards Have knowledge of Property management
system, Jonas, Jonas Activity management, Kipsu, Sertifi, and
Resqueue. Have knowledge of entire Reservation procedure according
to property procedures. Handle incoming calls to the property and
answer calls promptly by the third ring and in a courteous manner.
Makes pre arrival calls and mid stay check in calls daily. Performs
all accounting duties including posting charges, account
settlements, and shift closing. Maintains accurate daily event
information. Maintains daily posting of event sheet. Communicates
member and guest questions and requests to appropriate departments
and tracks requests. Knowledgeable in hotel and guest room
facilities/services. Knowledgeable in hotel room rates and selling
strategies. Have awareness of the credit policy of the resort, how
to credit and bill reservations and how to explain hotel bills and
charges. Process all transmissions of reservations, changes and
cancellations from all sources, telephone, mail, in person, etc.
Adds alerts and comments to reservation that are necessary to
ensure all guest needs are met. Blocks Cottage and Casita
reservations to assure maximum opportunity to sell three-bedroom
units. Assists in taking reservations for hotel outlets and
services. Is detail oriented to ensure that all relevant
information is notated, and all tasks are complete and communicates
as needed with colleagues and other departments Is calm under
pressure and uses self-control in challenging situations. Conducts
service recovery as needed to ensure that any guest issues are
solved or escalated to appropriate departments before the guest
departs. Review arrival report daily. Understand the property's
policy on guaranteed and no-show reservations and cancellation
policy and communicates to guests and members. Ensures that proper
telephone manners are always maintained, treating every guest with
courtesy and respect in a warm friendly manner and addressing the
guest by name. Deliver "I Am Proud" service standards and
department-specific signature touch points. Establish
cross-departmental channels of communication among teammates that
are consistent and complete. Additional Duties and
Responsibilities: Greet every guest, member, and team member with
"I Am Proud" standards and set a positive tone for every
interaction. Provide extraordinary service that is "Enriching by
Nature." Embrace, embody, demonstrate, and encourage wellness and
the STRATA virtues through interactions, performance, and
commitments. Uphold the Garden of the Gods Resort and Club's brand,
culture, vision, mission, and values. Be empowered to make things
go right if they go wrong. Give the guest/member a fond farewell.
Address feedback by utilizing the LEARN Model. Demonstrate a
professional appearance and be attentive to what matters most.
Comply with company policies and procedures. Observe and adhere to
safety guidelines. Marginal Functions: Perform other duties as
assigned. Interface positively with other departments, offering
assistance when needed. Displays care in use of equipment and
maintains an organized and professional work environment. Position
Requirements: Minimum Knowledge & Skills: Must have basic knowledge
of Microsoft Word and Excel. Formal Education and Job-Related
Experience: This position requires a minimum formal education of a
high school diploma. Some experience with Opera property management
system, though not required, would be beneficial. License,
Registration, and/or Certification Required: Valid Drivers License
required External and Internal Personal Contact: Communications:
Dail y - Communicate with front desk agents, concierge, valet,
Sales and Catering and housekeeping regarding reservations needs
Weekly - Communicate with Concierge, front office and Sales
departments to ensure upcoming reservations needs are communicated
Occasionally - Participate in one-on-one coaching sessions.
Teamwork and Collaboration: This position requires continuous
teamwork as well as internal and cross-departmental communication.
Additional Licenses and/or Certifications Required: YES NO Valid
Driver's License X CPR Certification X Food Protection Manager
Certification X Food Handler Certification X Alcohol Server/Seller
Certification X Position Analysis/Specifications: N/A (Not
Applicable) OCCASIONAL FREQUENTLY Sitting X Standing X Walking X
Bending Over X Crawling X Reaching X Crouching X Kneeling X
Balancing X Pushing / Pulling X Lifting / Carrying: 10 lbs. or less
X 11 to 25 lbs. X 26 to 50 lbs. X 51 to 70 lbs. X Manual Dexterity
X Fine Motor Skills X Gross Motor Skills X Eye / Hand Coordination
X Near Vision X Far Vision X Color Recognition X Hearing X
Environmental Factors: Environmental factors may include indoor
setting with overhead lighting and comfortable ventilation.
Significant portions (more than 50%) of daily assignments involve
application of manual skills requiring motor coordination in
combination with finger dexterity, e.g., typing, handwriting, or
machine operations. May occasionally be called upon to work in all
areas of the property, both inside and outside, possibly in
inclement weather. YES NO Working Outside X Working Inside X
Working Alone X Working Closely with Others X Excessive Cold / Heat
X Excessive Humidity / Dampness X Noise / Vibrations X Working
Above Ground X Working Below Ground X Working with Chemicals /
Detergents / Cleaners X Working Around Fumes / Smoke / Gas X
Walking on Uneven Surfaces X Operating Motorized Equipment or
Vehicles X Working Around/Near Machinery/Motorized Equipment X
Climbing on Scaffolds or Ladders X Continuous use with a Computer
and Keyboard X Job Posted by ApplicantPro
Keywords: Garden of the Gods Resort and Club, Colorado Springs , Front Desk Agent, Sales , Colorado Springs, Colorado
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