Job Details
Description
The Lodge at Marconi is looking for an experienced Front Desk Agent to join our growing team!
Responsibilities
Ensure high-quality and efficient guest registration, obtain proper method of payment, conduct credit-limit checks, follow billing instructions, conduct follow-up courtesy calls
Courteously and accurately answer inquiries to telephone and in-person inquiries regarding reservations, hotel information and guest concerns
Demonstrate a commitment to providing a warm, anticipatory service to exceed the needs and expectations of all guests
Deliver outstanding guest services for all incoming calls and general inquiries
Maintain all back-office related equipment and a par stock of supplies
Provide service recovery options to ensure guest satisfaction
Process guest requests for wake-up calls
Screen calls and other requests relating to placing and receiving telephone calls
Advise guest of any messages received via voicemail, mail, or faxes and send to room if required
Answer, record, and process all guest calls, requests, questions, or concerns
Log all requests or issues
Establish and maintain open, collaborative relationships with associates and fellow departments
Maintain an attentive, friendly, helpful, and courteous demeanor to all guests, managers, and other associates
Participate in pre-shift meetings, maintain and review shift reports, review arrivals, departures, daily events, groups in-house, service recovery guests, and conduct proper follow-up
Review all profile details of incoming arrivals and departing guests, address all requests and service recoveries; communicate to other departments special requests
Maintain all front desk-related equipment and a par stock of supplies
Ensure work area and lobby cleanliness is maintained at all times
Maintain a presence in the lobby, and serve as lobby ambassador when not stationed at the front desk
Concierge-minded - willingness to learn about the areas surrounding restaurants, hiking trails, beaches, and programs offered by Marconi
Assist with conferences and other events as needed
Perform additional duties and projects as assigned
Qualifications
Ability to speak, read, write and understand English
Professional demeanor and presentation appropriate for a luxury environment
Excellent interpersonal, written/verbal communication, and training skills are essential
Positive attitude, team focus, enthusiasm, excellent customer service skills
Ability to work a flexible schedule, including evenings, weekends and holidays, according to department needs and business volumes
Highly motivated, organized, goal and results-oriented individual who thrives under pressure
Ability to stand, sit, or walk for an extended period of time
Physical and Mental Requirements:
Must be able to walk for prolonged periods, including up and down hills on the property's trails
Must be able to stand and walk for prolonged periods
Must be able to bend, stoop, crouch
Must use hands to reach, grasp, handle, pull and push
Must have acceptable near and far vision
Must be able to hear and talk
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions