Front Desk Agent (Part-Time/Evening Shifts)

Why Work at The Lake House?

Employment at The Lake House offers a beautiful place to work in a fun, team-oriented, professional setting! Advantages of being a Lake House team member include:

• FREE Lunch and/or Dinner during your shift!
• Robust and formalized training program to get you doing what you love as soon as possible!
• Complimentary Annual stay overs at The Lake House!
• Many Employee Discounts at The Lake House and through LifeMart!
• Company sponsored Community Service and Wellness Events!

Position: Front Desk Agent

Reports to: Front Office Manager

Essential Functions:

• Confirm sell status for the day
  • Review group bookings, noting any special arrangements/requests and arrival time when noted.
• Organize the reservations for the day’s arrival. Check for duplicate reservations and determine special room requests for pre-blocking
• Pre-block all VIP, special requests and needed group reservations
• Run the necessary daily reports according to the shift, checklist, especially house counts, rooms availability, occupancy, arrivals and departures
• Check status of our hotel.
• Check guests in, following the credit & IPrefer policies & procedures.
• Understand the room key card system, execute all functions & ensure that key cards are secured.
• Ensure that guest problems are resolved and followed through on.
• Take reservations in accordance with availability following reservation policies. Handle incoming reservations, answer questions, secure necessary information to do so, follow iPrefer procedures.
• Understand inbound/outbound mail, message and package handling procedures.
• Maintain accurate turn away statistics, if required to do so.
• Understand the operation of the property management system.
• Run appropriate daily special request reports and distribute them. ie. VIP Report, handicapped Guest list, etc.
• Run credit limit report (morning shift) and complete it, including putting messages in boxes of guests whose bills require attention.
• Maintain/provide proper backup for all master accounts and disputed charge accounts.
• Ensure that telephone resale equipment is enabled, report malfunctions to supervisor.
• Post charges when necessary.
• Follow correct cash handling procedures with precision.
• Process related mail, which is received at the hotel, on a daily basis, such as reservation requests and correspondence.
• Be familiar with steps involved in pre-blocking rooms.
• Process requested written confirmations and mail daily.
• Be familiar with the local area and be able to give clear directions when needed.
• Promote an effective referral service with other hotels.
• Be aware of the property’s sell status, groups arriving at the hotel, as well as any special promotions or events in the area. - - Also, be familiar with any citywide conventions that may impact heavily upon sell status.
• Be familiar with property security & key handling procedures, ensure that keys and master key cards are secure.
• Must be able to execute Front Desk Shift A Checklist, Front Desk Shift B Checklist, PBX SOP (see attached for all)
• Be aware of any groups arriving for the day, be aware of any functions happening for the day
• Be able to post charges for functions, be able to process payment for functions
• Be able to post charges for individual folios
• Pre-block all VIP, special requests and needed group reservations
• Run daily reports according to shift checklist, especially house accounts, room availability, occupancy, arrivals and departures. Review and distribute appropriately
• Check status of area hotels, promote effective referral service with other hotels
• Check guests in following credit policies & iPrefer policies
• Understand Infor HMS system, execute all functions
• Understand the activities reservation system, execute all functions
• Understand NYK class registration system, execute all functions
• Understand Front Desk/ PMX phone system, execute all functions, ensure telephone equipment operating properly, report malfunctions to supervisor
• Understand in room phone system, be able to explain to guest, resolve malfunctions
• Understand in room television, be able to explain to guest, resolve malfunctions
• Process email inquiries / requests; follow iPrefer procedures. Forward to management complaints, forward to Sales group inquiries, file appropriately
• Be familiar with fire safety and emergency procedures
• Be familiar with emergency phone numbers
• Be able to execute all concierge duties as outlined on Front Desk checklists
• Support other departments, Sales, Food & Bev, Housekeeping, Maintenance

The Lake House believes in equal opportunity for all and is committed to ensuring all individuals have an opportunity to apply for those positions that they are interested in and qualify for without regard to race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.