Front Desk Agent - Summer

Shore Lodge; Idaho; On-site; USD 32,000 - 42,000; Full time

Job summary

Shore Lodge in McCall, Idaho, is seeking a Front Desk Agent to assist the Front Desk Manager in greeting guests of Shore Lodge and Whitetail Club, and to orient them to amenities while coordinating with Spa, concierge, dining, and other departments to ensure a seamless stay.

You will register guests, process reservations, handle requests, provide local information and directions, and maintain accurate daily reports.

Qualifications

• 6 months of guest-facing experience in a high-end hotel, resort or private club preferred.
• Strong customer service and communication skills.
• Ability to multi-task and stay organized with attention to detail.
• Proficiency with Microsoft applications (Outlook) and basic Internet navigation.
• Experience with lodging software is a plus.
• Hospitality, Front Desk, Reservations or Guest Services experience preferred.

Responsibilities

• Provide excellent customer service to guests, Club Members, and associates.
• Register guests at check-in and assist with orientation.
• Assist with special requests and amenities.
• Provide information on facilities, events, and transportation schedules.
• Process reservations from incoming calls.
• Prepare guest folios, keys, and check-in materials for next day arrivals.
• Handle night audit reporting and end-of-stay billing as needed.
• Maintain a presentable lobby and desk area.
• Communicate local area information and hotel amenities to guests.
• Assist with phone coverage and internal communications.
• Carry out other duties as assigned.

Skills

Customer service

Hospitality experience

Multi-tasking

Communication skills

Microsoft Outlook

Lodging software

Problem solving

Tools

Microsoft Outlook

Lodging software

Job description

SUMMARY

Our successful Front Desk Agents assist the Front Desk Manager ensuring the guests of Shore Lodge and Members of Whitetail Club are greeted, catered to and informed of the many room and food and beverage options available. Conveying with enthusiasm and confidence the activities available, this position coordinates with all departments within Shore Lodge and Whitetail Club; Spa, outdoor activities, concierge services, transportation, dining, night audit, security and more. Acting as a Shore Lodge Whitetail Club ambassador, engaging the guest at every opportunity is paramount while conveying a positive and unforgettable lodging experience.

WHAT YOU GET TO DO

• Provide excellent customer service to guests, Club Members, and fellow associates
• Register guests at Shore Lodge check-in. Assist guests with check in procedures and resort orientation.
• Accommodate special requests whenever possible and facilitate amenity requests.
• Provide information on facilities and services, events and attractions, tours, travel routes, pricing, and transportation schedules.
• Provide area maps, directions, brochures and other materials, accommodate special requests.
• Process accurate reservations from incoming calls.
• Complete daily reports, logs, and reporting as necessary and complete billings at end of guest stays.
• Ensure lobby and desk area are presentable.
• Maintain accurate and complete information regarding the local area, hotel, amenities, directions, etc.
• Process Night Audit reporting and compile a complete packet of the day’s reports, transactions, and receipts.
• Prepare guest folios, keys, and applicable information for next day arrivals.
• Comply with unit cash handling, credit, and check cashing policies and procedures.
• Answer multiple phone lines and direct calls lodge wide as necessary.
• Organize and submit necessary documents for purchases, external reservations, and departmental needs.
• Use multiple computer software programs to process guest stays and schedule activities.
• Assist dissatisfied guests in both understanding the origin of their discontent and also in the mediation of an acceptable solution.
• Act as a bellman in the absence of Guest Services for requested services.
• Perform other duties and responsibilities as assigned.

WHAT YOU NEED TO BE SUCCESSFUL

• 6 months of relevant customer engagement experience at a high-end hotel, resort, or private club preferred.
• Ability to deal with problems and situations requiring initiative and good judgment
• Strong Microsoft applications, Outlook, Internet Navigation skills
• Ability to multi-task while being highly organized and detail oriented
• Superior customer service skills required
• Ability to communicate effectively with and receive information from guests and associates
• Previous Hospitality, Front Desk, Reservations and Guest Service Experience preferred
• Lodging software experience a plus