Front Desk Agent

Responsibilities and Duties:

-Approach all encounters with guests and team members in a friendly, service-oriented manner. 
-Maintain regular attendance in compliance with Callaway standards, as required by scheduling. 
-Maintain high standards of personal appearance and grooming which includes appropriate uniform and nametag when working. 
-Always comply with Callaway standards and regulations to encourage safe and efficient operations. 
-Detailed – Oriented 
-Knowledge of Opera PMS, Word, and Excel software is preferred. 
-Ability to multi-task and perform under pressure. 
-Hotel or resort experience is preferred. 
-Ability to work a flexible schedule, including weekends and holidays. 
-Excellent guest service and computer skills. 
-Ability to work independently and follow standard operating procedures. 
-Supervisory experience in a front desk or hospitality setting is preferred. But it’s not required.  
-Assist with check ins, check outs and walk in reservations. 
-Monitor no shows and cancellations.  
-Greeting guests, assist with requests and resolve complaints 
-Prepare next day’s guest arrival packets 
-Distribute reports via email & physical 
-Monitor and report supplies needed for Front Desk agents. 
-Respond to guests via Zingle, HotSOS, Booking and Expedia. 
-Perform other duties as assigned by supervisor or management. 
-Attend all meetings/training as required by supervisor or manager. 

Education & Experience:   

-High School Diploma or Equivalent (Required) 
-Post-secondary education in Hotel Management or equivalent is an asset. 
-Ability and willingness to work any shift. Including holidays and weekends. 
-Previous Night Audit experience preferred, 6+ months previous work experience in a guest service positions preferably within the hospitality industry.
-Must be a strong ream player with proven leadership, development, delegating and planning skills.  
-Must be creative, possess proven initiative with the desire to learn and develop. 
-Ability to understand, follow, and effectively communicate both written & verbally in English
-Thorough understanding of basic math and accounting skills. 
-Experience with Hotel PMS systems such as Opera Cloud. 
-Ability to make sound decisions with little supervision. 
-Able to work under pressure in a fast-paced environment

Physical Requirements: 

-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 

Critical Thinking Skills:

-Be able to positively motivate and lead a team, conveying information and ideas clearly and effectively so that ownership of high levels of guest service is understood to be the role of each individual team member. 
-Be able to evaluate and select among alternative courses of action quickly and accurately 
-Be able to work well in high-pressure situations while maintaining composure and objectivity, including the ability to listen carefully to and resolve guest issues to the satisfaction of the affected guests. 
-Be able to identify potential guest issues and then develop methodologies to prevent or limit the impact of those guest issues during the course of guest visits. 
-Be able to assimilate complex information and data for various sources and consider, adjust or modify to meet the constraints of the particular need. 
-Be able to effectively listen to, understand, and clarify concerns and issues raised by team members and guests.
-Be able to work with and understand financial information and data and perform basic math functions. 
-A willingness to look several days ahead to know and understand the guest’s needs. 
-Understanding this role sets our agents up for a successful day. 
-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.