Front Desk Associate

SUMMARY: This position provides front line customer service to resort owners and guests and is responsible for front desk tasks such as registering guests, responding to phone inquiries, assisting with guest requests, changing room assignments and upholding resort policies.

                   

ESSENTIAL DUTIES AND RESPONSIBILITIES: Included but not limited to: 

·     Greet, register and assign rooms to guests and owners. Assist with all inquiries pertaining to resort services, registration, shopping, dining, entertainment and travel directions.

·     Inform guests and owners of important information on the resort and ensure they visit the concierge desk.

·     Respond to guest and owner inquiries regarding reservations and use of ownership.

·     Assist guests and owners with making all types of reservations.

·     Act as resort telephone operator and answer the switchboard phone as needed.

·     Verify accuracy of guest room folios and make necessary corrections. Interact with Night Auditor as needed.

·     Ensure that both Housekeeping and Maintenance are informed of daily arrivals and departures, as well as any same day reservations, and ensure units are properly locked off for arriving guests.

·     Insert all tasks for Housekeeping and Maintenance into company software program and assist Housekeeping and Maintenance in understanding the notes regarding room moves, special cleans, maintenance issues and guest and owner requests. 

·     Maintain and manage various projects. Be proactive in the design and implementation of systems to complete the projects. Take the initiative to make the projects successful. Submit monthly measurable results.

·     Foster strong cross department communication and synergy.

·     Enforce resort policies, as needed, following resort protocol.

·     Cross-train with the Activities Desk and Night Audit to cover and assist as needed.

·     Act as a resort telephone operator and answer phone calls as needed.

·     Assist Guests and Owners with making reservations.

·     Uphold Hospitality Standards, Company Culture and Department Core Standards and observe Company policies and procedures.

·     Be the “End of the Line” and resolve every situation inherited, not passing it along, whenever possible.

·     Follow up on any situation that is not fully resolved at the time of the initial request always giving consideration to what the guest or owner deems appropriate.

·     Strive to close the loop (alleviate or eliminate issues) on any situations that cannot be fully resolved.

·     Respond promptly to all email and voicemail correspondence.

·     Maintain a positive working relationship with all contacts, always being helpful and courteous.

·     Wear proper uniform and name badge and adhere to Company appearance standards at all times.

·     Attend and participate in company-wide training sessions and department staff meetings.

MARGINAL DUTIES: Functions that are not considered essential to the job: 

·     Wear radio and ear piece when necessary to remain in contact with the Housekeeping and Maintenance departments.

·     Assist with guest luggage, as needed.

·     Perform other duties as assigned.

·     Follow company guidelines for environmental sustainability practices (recycling, composting and conserving resources) and participating in the company’s sustainability initiatives.

QUALIFICATIONS: To perform this job successfully this position must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.