Front Desk Agent
On-sitePine Mountain Harris County, Georgia, United States
Job Summary
Greet guests, assist with check-ins, check-outs, and walk-in reservations, and monitor no-shows and cancellations. Handle guest requests and complaints via Zingle, HotSOS, Booking, and Expedia, while preparing next day's arrival packets and distributing reports. Resolve supply needs and respond to guest inquiries using Opera PMS, Word, and Excel. Work flexible shifts including weekends and holidays, maintaining high personal appearance standards and following Callaway safety regulations. Lift up to 30lbs and perform duties requiring stooping and bending. Attend required meetings and training, and execute other duties as assigned by management.
Required Qualifications
- High School Diploma or Equivalent
- Ability and willingness to work any shift, including holidays and weekends
- Ability to lift weights up to 30lbs
- Ability to stoop, bend, stretch, and lift while performing duties
- Specific vision abilities required by the job include close vision and distance
- Ability to understand, follow, and effectively communicate both written & verbally in English
- Thorough understanding of basic math and accounting skills
- Ability to make sound decisions with little supervision
- Ability to work under pressure in a fast-paced environment
- Ability to positively motivate and lead a team, conveying information and ideas clearly and effectively
- Ability to evaluate and select among alternative courses of action quickly and accurately
- Ability to work well in high-pressure situations while maintaining composure and objectivity
- Ability to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues
- Ability to assimilate complex information and data for various sources
- Ability to effectively listen to, understand, and clarify concerns and issues raised by team members and guests
- Ability to work with and understand financial information and data
- Ability to look several days ahead to know and understand the guest's needs
- Ability to work independently and follow standard operating procedures
- Strong customer service and communication skills
- Flexibility to work a schedule that includes weekends, days, evenings, and holidays
- Ability to perform under pressure and multi-task
Desired Qualifications
- Knowledge of Opera PMS, Word, and Excel software
- Hotel or resort experience
- Supervisory experience in a front desk or hospitality setting
- Previous Night Audit experience
- 6+ months previous work experience in a guest service positions preferably within the hospitality industry
- Must be a strong team player with proven leadership, development, delegating and planning skills
- Must be creative, possess proven initiative with the desire to learn and develop
- Experience with Hotel PMS systems such as Opera Cloud
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