Front Desk Guest Service Agent (FT)

SUMMARY

This position checks guests into hotel rooms, acts as a resort ambassador with each guest, completes operations at the front desk, and maintains Grand Traverse Resort & Spa guest service standards and operational procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Welcome/bid farewell to guests
• Check in/Check out guests
• Maintain guest accounts
• Be knowledgeable of all resort activities
• Anticipate guest concerns/problems and deal with them before they become complaints
• Handle complaints with empathy and courtesy
• Handle all incoming telephone calls, paging system and guest messages
• Follow all safety and emergency policies and procedures
• Maintain par stock of office supplies/ordering when necessary
• Clean and maintain work area

• Assist with PBX duties as needed
• Must understand and abide by environmental practices of the resort
• Other duties as assigned

EDUCATION/EXPERIENCE

Prior experience in front desk operations or customer service is preferred.   Must have strong computer skills and be familiar with Microsoft office software.  Knowledge of LMS software is a plus.

OTHER SKILLS AND ABILITIES

• excellent guest service skills
• high energy level
• good oral and written communication skills
• detail oriented
• ability to type and input data into a computer

SUPERVISORY RESPONSIBILITIES (If applicable)

N/A

TYPICAL PHYSICAL DEMANDS

Employee must be able to stand for long periods of time and lift up to 25lbs.

TYPICAL MENTAL DEMANDS

• The ability to work unsupervised for long periods of time
• Handle multiple tasks simultaneously
•  Work well under pressure is a must

WORKING CONDITIONS

This position requires one to be indoors.  Individual may have to cope with varying noise levels.

Native American Preference will apply.  Must be able to pass a background investigation and drug screen as a condition of employment. This job description is not intended to be all-inclusive. An employee will also perform other reasonable related job responsibilities as assigned by their supervisor and/or other management of the Resort to meet the current needs of the department or business.