Front Desk Agent

Eden Resort & Suites

Lancaster (Lancaster County)

On-site

USD 18,184 - 25,898

Full time

14 days+

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Job summary

Eden Resort & Suites in Lancaster, PA is hiring a Front Desk Associate. This role includes greeting guests, handling check-ins and check-outs, assisting with concierge requests, and addressing guest issues. Candidates must have at least one year of customer service experience and strong communication skills. The position requires availability on weekends and holidays. Benefits include a starting compensation of $16 per hour, along with opportunities for professional growth in the hospitality sector.

Qualifications

Must have at least one year of experience in a customer service role.
Knowledge of Microsoft Office Suite is required.
Holding CHS designation is preferred.

Responsibilities

Greet every guest with a smile and provide excellent customer service.
Check guests in and out of their reservations.
Assist with concierge requests and restaurant recommendations.
Resolve guest issues in a timely manner.

Skills

Excellent communication skills

Ability to work as part of a team

Ability to multitask

Desire to provide excellent service

Education

At least one year in a customer service role

Knowledge of Microsoft Office Suite

Certified Hospitality Supervisor (CHS)

Tools

Opera (hotel property management system)

Job description

The Front Desk Associates are responsible for always delivering excellent customer service to our guests. The primary focus of this position is to create a pleasant and engaging experience for our resort guests through excellent interactions, inbound and outbound call efforts, concierge services, administrative responsibilities, and other duties as assigned by Management. You will serve as the face of the resort as you interact with current and prospective guests, assisting them with whatever they may need. Must be available to work weekends and holidays.

EDEN RESORT & SUITES EEO STATEMENT: The Eden Resort & Suites provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Responsibilities

Greet every guest with a smile and provide excellent customer service.
Maintain a strong presence at the front desk, being visible and accessible to our guests.
Check guests in and out of their reservations.
Assist guests with concierge-type requests, including restaurant recommendations, directions to local attractions, etc.
Answer phone calls and direct the calls to the appropriate extension, or answer the questions.
Create guest reservations over the phone, ensuring that they have the perfect room for their needs selected.
Collect payment for guest and group accounts, following proper protocol and adhering to PCI regulations.
Review reports and other documentation to ensure all work is completed properly.
Monitor credit limits/floor limits and collect additional payments from guests as needed.
Monitor and respond to guest requests/messages through various online/digital platforms.
Resolve guest issues in a timely manner, offer a solution to the issues, provide compensation if required, inform the Manager on Duty (MOD), and make the required notes/records.
Ensure guest reservations are properly set up, rooms are assigned, special requests are fulfilled, and payment instructions are followed.
Prepare and distribute communications to guests, fellow associates, management, and other departments.
Maintain a clean and organized workspace and follow all cleaning/sanitization guidelines.
Maintain a clean and welcoming lobby, Front Desk area, and Marketplace.
Communicate guest requests and property needs to the appropriate team members.
Assist with various duties assigned by the MOD, Front Office Manager, or other property leadership.

Qualifications

ESSENTIAL SKILLS: Excellent communication skills, both written and verbal.
ESSENTIAL SKILLS: Ability to work as part of a team and be a self-starter.
ESSENTIAL SKILLS: Ability to multitask and remain collected under pressure.
ESSENTIAL SKILLS: Desire to provide excellent service to each guest, regardless of the situation.
EDUCATION AND EXPERIENCE REQUIRED: At least one (1) year of experience in a customer service role, such as retail, food, beverage, or hospitality.
EDUCATION AND EXPERIENCE REQUIRED: Knowledge of Microsoft Office Suite and hotel property management systems, namely Opera, is preferred.
EDUCATION AND EXPERIENCE REQUIRED: Holding the Certified Hospitality Supervisor (CHS) designation from the American Hotel and Lodging Association is preferred.