Front Desk Agent - FT - CAP

Grand Pacific Resorts; Dana Point (CA); On-site; USD 30,000 - 45,000; Full time

Job summary

A leading company in the hospitality industry is seeking a Front Desk Agent to provide excellent guest service at their resort. Responsibilities include checking guests in and out and managing guest inquiries while working effectively in a team environment. The ideal candidate should have experience in hospitality, be organized, and possess strong communication skills.

Qualifications

• At least 1+ years of related experience in hospitality.
• Ability to work well in a diverse team environment.
• Availability to work various shifts, including weekends.

Responsibilities

• Check guests in and out while providing exceptional customer service.
• Handle high volume of inbound calls and resolve guest issues.
• Assist in room assignments and key distribution.

Skills

Communication

Organizational skills

Customer service

Professional telephone etiquette

Education

High school diploma or equivalent

Job description

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Position Summary/Objective
Under the supervision of the Front Desk Supervisor and/or Manager, the Front Desk Agent provides exceptional guest service to guests, owners, supervisors, and staff in a warm and friendly manner. The associate works independently or as part of a team with minimal supervision, relying on good judgment to perform job functions.

Primary Essential Functions

• Support and uphold the values, expectations, policies, and procedures of Grand Pacific Resorts as outlined in the Employee Handbook.
• Check guests/owners in and out, answering questions as needed.
• Provide exceptional customer service via phone and in person to meet and exceed guest/owner expectations.
• Handle a high volume of inbound calls from guests/owners.
• Communicate effectively with guests, owners, supervisors, and colleagues.
• Resolve customer complaints and issues calmly and effectively.
• Obtain or verify guest information, assign rooms, and activate/distribute keys.
• Assist guests with luggage loading/unloading as needed, using stairs if necessary.
• Deliver guest request items to/from rooms.
• Perform all responsibilities professionally and ethically.
• Maintain consistent, reliable attendance.
• Adhere to performance standards, company policies, and departmental procedures.

Education, Skills & Experience

• At least 1+ years of related experience, preferably in hospitality.
• Professional telephone etiquette required.
• High school diploma or equivalent.
• Excellent communication and organizational skills.
• Experience in hospitality, particularly timeshare, preferred.
• Ability to work well in a diverse team environment.

Additional Eligibility Qualifications

• Availability to work various shifts, including weekends and holidays.
• Successful completion of relevant auditions, skills tests, background checks, physical exams, and drug screening.
• Ability to speak and understand English.

Physical, Environmental & Other Requirements

• Ability to stand/walk for up to 8 hours.
• Ability to sit, stoop, kneel, crouch, and crawl.
• Frequently lift/move up to 10 pounds; occasionally up to 25 pounds.
• Good vision (close, distant, depth perception) for navigating the resort.

EEO Statement

Grand Pacific Resorts is an equal opportunity employer, providing all terms and conditions of employment without discrimination based on protected categories.

Other Duties

• This job description is not exhaustive; additional tasks may be assigned by management.
• Performance will be evaluated based on task execution and adherence to standards.
• Management reserves the right to revise this description at any time.
• This document is not a contract of employment.

Additional Details

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Management and Hospitality
• Industry: Hospitality

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