Front Desk Agent

POSITION OVERVIEW

Front Office Agents have 3 primary purposes, including, but not limited to – 1) Greeting guests with a friendly and sincere welcome, 2) Registering guests and handling cash, and 3) Maintaining proper record keeping for guest accounts.

Duties and Responsibilities

• Greet guests upon arrival with a warm and sincere welcome.
• Register guests into the computer, verifying reservation, address, and credit information.
• Accept payment for guests’ accounts both at the time of registration and at checkout. Maintain a house bank and make a deposit and accurate report of receipts daily. Cash checks and exchange currency for guests.
• Issue keys and control entrance of safety deposit boxes. Post miscellaneous charges as requested.
• Escort guests to their rooms in the event that a bellman is not available and if time permits.
• Engage with guests using FORBES standards and training to ensure and positive guest experience.
• Cross train in Reservations and Housekeeping to assist during heavy business levels.
• Additional duties as necessary and assigned.

NOTE: This description is not intended to be all-inclusive. Other related duties may be assigned as required in addition to the principle duties outlined above.

SUPPORTIVE FUNCTIONS

In addition, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the manager based upon the particular requirements of The Ranch:

• Handle mail, packages, and facsimiles.
• Create reservations for guests who are at the desk or who call in after hours.
• Assist the bellman in storing any luggage.
• Additional duties as necessary and assigned.

Requirements for the position

Education and Licensing:

High school or equivalent education required. Bachelor’s Degree preferred.

Skills and Experience:

Previous customer service experience required. Experience with Front Desk and Concierge in a hotel and resort environment preferred. Reservations and Opera (PMS) experience desired.

Grooming:

All team members must maintain a neat, clean and well-groomed appearance per The Ranch standards.

Competencies:

• The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of knowledge, skills, and abilities:
• Must be able to speak, read, write and understand the primary language(s) used in the workplace.
• Must be able to read and write to facilitate the communication process.
• Requires good communication skills, both verbal and written.
• Must possess basic computational ability.
• Must possess basic computer skills.
• Ability to solve problems and make rational decisions.
• Knowledge of The Ranch operations, its services, and facilities.

Physical Demands:

• Most work tasks are performed indoors. Temperature generally is moderate and controlled by The Ranch environmental systems.
• Position requires walking and giving direction most of the working day; must be able to stand and exert well-paced mobility for up to 4 hours in length. Length of time of these tasks may vary from day to day and task to task.
• Must be able to exert well-paced ability to reach different outlets and other departments of The Ranch on a timely basis.
• Must be able to exert well-paced ability in limited space.
• Must be able to bend, stoop, squat and stretch to fulfill cleaning tasks.
• Must be able to lift up to 15 lbs. on a regular and continuing basis.
• Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
• Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
• Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
• Requires manual dexterity to use and operate all necessary equipment.
• Must have finger dexterity to be able to operate office equipment such as computers, printers, 10-key adding machine, electric typewriter, multi-line touch tone phone, filing cabinets, FAX machines, photocopiers, dolly and other office equipment as needed.