Front Desk Agent / Night Auditor

Location

Kissimmee, FL | United States

Job description

We are currently looking for a Guest Service Front Desk Agent to join our team. As a Guest Service Agent, you'll be responsible for all front desk duties, delivery of quality customer service and resolution of guest issues.

  ESSENTIAL FUNCTIONS OF THE JOB:

• Checking guests in and out in an efficient, courteous, and professional manner
• Assisting in guests' needs and concerns are responded to in a timely, professional, and friendly manner with a focus on service recovery when applicable
• Reviewing guest comments and ensuring that problems are identified and corrected in a timely manner with assistance of management.
• Maintaining an efficient system of communication between the Front Office and other departments, with particular attention to guest arrivals and departures
• Monitoring and maintaining the front office systems and equipment to ensure their optimum performance

Minimum requirements:

• Minimum of 6 months Guest Services experience in a club/resort property of similar size and quality
• Must be highly organized, results oriented with the ability to be flexible and work well under pressure in a fast-paced changing environment
• Ability to handle stressful situations in a calm, professional manner and exhibit good judgment
• Must have the ability to communicate clearly and directly with guests using a positive, clear speaking voice
• Strong interpersonal skills: ability to get along with diverse personalities, tactful and flexible
• Must have excellent supervisory and interpersonal skills
• Ability to work a varied schedule that will include evenings, nights, and weekends

ADDITIONAL RESPONSIBILITIES:

• Completes tasks and projects delegated by direct supervisor
• Complies with all policies and procedures relating to the resort
• Records any guest complaints or problems and notifies the appropriate individuals
• Excellent attendance and timeliness
• Reports to shift on time in a neatly groomed and acceptable manner
• Understands fire and safety procedures to assist in emergency situations if necessary
• Committed to the organizational goals and vision while defending the company name
• Performs general inspection of clubhouse to ensure cleanliness and informs appropriate parties when attention is needed

KNOWLEDGE & SKILLS:

• Excellent written and verbal communication skills
• Strong time management, prioritization, organizational and follow up skills
• Positive contributor and works well in a team-oriented environment
• Ability to think, work and make independent decisions based on sound judgment

SERVICE STANDARDS:

• Eye contact should be made at a distance of no less than ten feet from every guest
• A genuine smile should be offered at a distance of no less than five feet from every guest
• Employees should build rapport with guests during any conversation, if the guest responds to the initial statement with a conversational demeanor
• Guest last name is used effectively, but discreetly, as a signal of recognition as least once and not more than twice during any conversation with guests
• Before concluding conversations, the guest is verbally offered additional assistance with a statement relevant to the guest's individual needs

Job tags

Salary