Job Description

Job Title:

Front Desk Agent

Division:

Resort Services

Department:

Front Desk & Reservations

Responsible To:

Front OfficeManager

Role Summary

The Front Desk agent assumes levels of responsibility for the day-to-day operation of the front desk. These include check in and check out procedures, processing payments, providing resort and area information and maintain a positive attitude and atmosphere for guests and fellow team members. They are able to run the front desk supervised, achieving positive outcomes for guests, other team members and White Point.

Responsibilities

Quality of grooming and housekeeping of work area Ability to work in a manner that maximizes revenue and profit opportunities for the company Quality of service provided -friendly, sincere, attentive and efficient Ability to communicate with guests and positively impact the guest experience Quality of coordinating with peers (team player) and results achieved Quality and quantity of work performed Ability to work independently and to recognize problems and take corrective action Ability to display a professional, business-like and hospitable manner at all times to both guests and fellow employees Ability to resolve guest problems and complaints Ability to follow established standards Punctuality and dependability

Competencies

? Business acumen and positive mindset

? Communication/logistics management

? Organizational effectiveness

? Results oriented relationship builder

? Independent but collaborative when necessary

Characteristics

? Reliable, responsible, and accountable

? Humble and good sense of humour

? Executive maturity, professionalism and presence

? Excellent leadership skills

Requirements

Education High school or equivalent. Must be able to speak, read, write and understand English. Basic math and computer skills required. TIANS certification preferred. Experience Previous hotel related experience preferred. Transferable skills from previous employment considered. Take complete reservations and enter in Maestro Follow complete and accurate check in procedures Maintain accurate accounting of all guest services Follow complete and accurate check out procedures Communicate to other departments guest counts, guest requests and other pertinent information Use Maestro computer system Maintain key controls Follow gift certificate/gift card procedures Upsell during check-in including accommodation, meal plans, amenities, massage, etc. Solicit guest feedback during the checkout process Operate telephone system including call accounting computer and follow agreed upon scripts Process incoming packages, messages and faxes Processes incoming mail and prepares outgoing mail Operate fax and photocopier Handle guest requests Process payments - cash, cheques, travellers cheques, credit cards, debit card Post charges in Maestro Adjust guest accounts Prepare house counts, day sheet & special needs sheet Process direct bill invoices and gift certificates Complete AM and PM checklists Update log books and communication binder Complete end of shift reports - cash out and make deposits Collect due backs Handle group arrivals and departures Maintain proper gift shop inventory levels Coordinate room status updates with housekeeping by notifying them of late check-outs, extended stays and special requests Attend department meetings. Resolve guest complaints and deal with difficult guests Process advance deposits

Job Knowledge

? All accommodation types

? Resolve guest complaints and deal with difficult guests

? Recreation facilities and services

? Guest parking

? Advance deposit and guarantee policies

? Cancellation policies

? Proper guest credit procedures

? Packages and special rates

? Yield management procedures and policies

? Management personnel and their responsibilities

? Fire and other emergency procedures

? Accident and guest loss/damage reporting procedures

? Comment card procedures

? Group reservation procedures

? Other guest services (eg. Spa)

? Guest relations

? All room equipment eg. phones

? Room rates

? Food and beverage facilities, hours and menus

? Daily functions and events

? Meeting and conference facilities

? Area attractions and landmarks

? Telephone etiquette

? Maestro procedures

? Upsell techniques

? Guest transportation

? Resort special programs eg. theatre, White Point Tours

? Check in and out procedures

? Room change procedures

? Room status procedures

? Report preparation procedures

? Gift certificate procedures

? Cashing out and deposit procedures

? Company Policies - ie: breaks, meals, grooming, uniforms, attendance

Working Conditions

? Must be able to work flexible hours including days, evenings, nights, weekends and holidays

? Required to move, lift, carry, pull and place objects weighing less than or equal to 25 pounds without assistance

? Stand, sit or walk for an extended period of time or for an entire shift

? Reach overhead and below the knees, including bending, twisting and pulling

Requires ability to work shifts and to work under pressure. Long periods of time spent standing. Visual accuracy important. This resort functions 7 days a week, 24 hours a day. All employees must realize that we schedule as hotel business dictates.
White Point Beach Resort is an equal opportunity employer committed to hiring a diverse workforce. WPBR is also committed to providing accommodations for people with disabilities. Upon request by the applicant, accommodation will be provided in all parts of the hiring process. Please contact the Human Resources department with any accommodation requests.

Job Types: Full-time, Part-time

Pay: $16.50 per hour

Education:

Secondary School (preferred)
Experience:

Guest Service: 1 year (preferred)
Work Location: In person