Front Desk Agent

Zehnder's Of Frankenmuth Inc.; City of Frankenmuth (MI); On-site; USD 25,000 - 32,000; Full time

Job summary

Zehnder’s Splash Village Hotel and Waterpark in Frankenmuth, MI, seeks a Front Desk Agent to greet guests, process check-ins/outs, and handle billing with accuracy. You will use OPERA, IVY, and OpenTable to manage reservations and guest requests while delivering Zehnder’s renowned service.

You must have a high school diploma or equivalent, stand for an 8-hour shift, and work nights, weekends, and holidays. Strong communication, a friendly attitude, and basic computer skills are essential for

Qualifications

• High school diploma or equivalent.
• Ability to stand for an 8-hour shift.
• Willingness to work nights, weekends and holidays.
• Excellent verbal and written communication.
• Hospitality experience is a plus.

Responsibilities

• Check guests in and out using hotel security policy.
• Place guests in queuing system, assign rooms, message guests when room is ready, update housekeeping log.
• Provide outstanding customer service to ensure guest needs are met to their full satisfaction.
• Explain billing clearly and assist with cashiering.
• Manage reservations and guest requests using OPERA, IVY and OpenTable.
• Provide concierge service to Zehnder’s properties, including the restaurant and golf course.
• Communicate guest information (bands, hours, billing) to guests.
• Resolve guest complaints professionally and escalate as needed.
• Relay guest needs to appropriate departments and promote future sales.
• Perform other tasks as assigned by management.

Skills

Customer service

Communication

Multitasking

Cashiering

Problem solving

Telephone etiquette

Basic computer skills

Education

High school diploma or equivalent

Tools

OPERA

IVY

OpenTable

Job description

Front Desk Agent

Department: Zehnder’s Splash Village Hotel and Waterpark
Reports To: Front Desk Supervisor

Function: to greet and receive guests at the front desk and perform all services in a consistent and courteous manner. To accurately collect, record, and handle funds and financial transactions relating to guests. Cooperates with other Splash Village employees ensuring that guests receive Zehnder’s quality service.

Responsibilities

• Check guests in and out using hotel security policy.
• Place people in queuing system, assign rooms, message guests when room is ready, keep and update housekeeping log.
• Provide outstanding customer service to ensure guest needs are met to their full satisfaction.
• Use cashiering and clearly explain billing to the guest.
• Multi-task on several software programs including OPERA, IVY and OpenTable.
• Provide concierge service to guests for all the Zehnder’s properties, including Zehnder’s Restaurant and The Fortress Golf Course.
• Provide exceptional communication on general information the guest will need during their visit (waterpark bands, hours of operation, and billing policy).
• Resolve guest complaints, concerns and issues in a professional manner.
• Communicate guest’s needs to the appropriate department.
• Promote future sales through guest contact and interaction.
• Perform any other tasks or duties as assigned by management.

Physical Requirements

Must be able to stand for an 8-hour shift.

Education Requirements

High school diploma or equivalent.

Other Requirements

• Exceptional verbal and written communication skills and excellent telephone etiquette.
• Ability to successfully resolve issues for guests.
• Willingness to learn, change and grow.
• Basic computer keyboard experience, good communication and verbal skills and customer service orientation.
• Ability to calculate figures such as discounts and percentages.
• Knowledge of Microsoft Windows and Office.
• Maintain a position of good standing (no disciplinary actions or formal discussions concerning performance or customer service procedures).
• Available to work nights, weekends and holidays.

Age Requirements

Must be 18 years of age or older.