Front Desk Agent

Heritage Hills Resort is now accepting resumes for those interested in a career in Hospitality at our Hotel's Front Desk. We have begun implementing exciting new technology combined with resort wide renovations. If you're interested in learning more, please review the job description below and apply to join our organization!

FRONT DESK AGENT

BASIC PURPOSE: Check in and check out guests, respond to inquiries and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction. Route incoming calls to other areas of resort.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Handle guest registration and room assignments, accommodating special requests whenever possible
• Pre-register, block reservations and take same day reservations and, when necessary, future reservations following hotel rate structures, discounts and sell strategies
• Handle guest check ins/check outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner
• Resolve customer complaints; assist customers in all inquiries in connection with hotel services, in-house events, directions, local attractions, safety deposit boxes, etc.
• Cancel room reservations according to procedures
• Walk customers in a professional and courteous manner according to procedures
• Perform other duties as directed.

NON-ESSENTIAL FUNCTIONS:

• Inventory guest room keys according to policy and request re-keying as necessary.
• Assist with responsibilities and duties in the absence or heavy volume in the areas of Bell Person, PBX Operator and reservationist.
• Verify registration cards against computer to ensure accuracy of name, type of payment and rate.
• Performs special projects and other responsibilities as assigned.
• Upsell room types, add-ons and packages.

KNOWLEDGE AND SKILLS

EDUCATION: High School education or equivalent experience.

EXPERIENCE: Three (3)months to one full year of employment in a related position

SKILLS AND ABILIITIES: Requires a working knowledge of the Front Desk, hotel policies or operations and a general knowledge of the hotel. Working knowledge is generally learned on the job. Requires knowledge of and ability to operate computer equipment and the reservations systems. Ability to read and speak English. Second languages are preferred.

HOURS: Generally an 8 hour shift, scheduled days and times may vary based upon need.

LIFTING/PUSHING/PULLING/CARRYING: Pulling out or pushing in a cash drawer, key drawer and safety deposit boxes.

BENDING OR KNEELING: Retrieve items from different heights including safety deposit boxes, shelves, drawers, etc.

MOBILITY: Retrieve messages and guest mail or make deliveries as needed.

CONTINUOUS STANDING: 95% of shift in continuous standing or giving attention to customers.

HEARING: Moderate. One on one communications with guests and staff.

VISION: Moderate. Read reports, verify reservations and work on computers.

SPEECH: Critical. One-on-One conversation and communication with guests and staff.

LITERACY: Critical. Read reports, reservations, analyze, investigate.

CHEMICALS: General cleaning supplies for office areas, windows, desk.

EQUIPMENT OPERATION: 35% Telephone Use, 65% computer use

The Heritage Hills Hotel is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. The Heritage Hills Hotel does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws. Above description is not all inclusive. Other tasks and duties may be assigned by manager. EEOE.

Job Type: Part-time

Pay: From $15.00 per hour

Expected hours: 15 – 25 per week

Benefits:

• Employee discount

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Evening shift
• Monday to Friday
• Morning shift
• Weekends as needed

People with a criminal record are encouraged to apply

Application Question(s):

• Are you available to work some weekends and holidays?

Experience:

• Customer service: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Work Location: In person