at Samoset Resort in Rockport, Maine, United States
JOB TITLE: Front Desk Agent
Exempt (Y/N): No JOB CODE:
DEPARTMENT: Rooms ASSOCIATE NAME:
SUPERVISOR: Front Office Manager ________________________
PREPARED BY: Jackie Rhoades DATE: 02/15/2014
APPROVED BY: DATE: ___________
________________________________________________________________________SUMMARY: Provides travel information and handles check-in/check-out services for groups or individuals by performing the following duties. All associates are expected to promote and uphold the Samoset Standards of Excellence; Smile, Assume responsibility, Maintain a well groomed, professional appearance, Own every guest inquiry, Speak in a professional manner, Exceed guests’ expectations and Take pride in your work and in the resort.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
Posts charges from other departments.
Process amenities from online processor and call-in request.
Sells gift certificates for the Samoset.
Accepts in-coming calls and refers to appropriate departments.
Assigns room, key and confirms rate and room type, check-in/check-out dates and times.
Checks guests requests for daily arrivals on appropriate reports and executes.
Completes daily OPAL reports.
Verifies payment information with guest.
Verifies identification of guest.
Answers guest inquiries, offers suggestions and provides descriptive literature pertaining to area interests, trips, excursions, sports events, concerts and plays either personally or through brochure mailings.
Discusses routes, time schedules, rates and types of accommodations with guests to determine preferences and makes reservations.
Empowered to resolve guests complaints and/or confers with FOM and/or MOD.
QUALIFICATIONS REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE:
High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or associates of organization.
Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rate, ratio and percent.
Ability to apply commonsense understanding to carry out instructions furnished in written, oral or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
OTHER SKILLS and ABILITIES:
Keyboard, computer literacy and excellent interpersonal, customer service and communications skills required. Valid drivers license required.
PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the associate is regularly required to stand; use hands to manipulate office equipment, paperwork, etc; and talk or hear. The associate frequently is required to walk and may need to reach with hands and arms. The associate is occasionally required to climb stairs. The associate may be required to lift and/or move up to 30 pounds.
Specific vision abilities required by this job include close vision and the ability to adjust focus.
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate to loud depending on size of check-in, check-out and/or group function held in the lobby area such as registration, exhibits, etc.
EXPECTATIONS TOWARDS OUR GUESTS AND FELLOW ASSOCIATES:
Smile and greet every guest. Speak to each guest in a warm, friendly, courteous manner. Display genuine and enthusiastic interest in the guest; pay complete attention. Anticipate guest needs and be flexible in responding to them. Be knowledgeable about your job. LEARN to take ownership of guest issues and resolve them. The resort is comprised of many different departments and work groups. Team work is essential to provide the highest quality of Guest services.