Front Desk Agent - PT
Company: Innisbrook Resort
Location: Palm Harbor
Posted on: January 26, 2023
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Job Description:
POSITION OBJECTIVE
Responsible for answering, directing, dispatching, logging all
requests (internal/external) that come into the switchboard as well
as attending to guest needs, including but not limited to, guest
registration, check-out and cashiering. Answer internal and
external telephone calls in a friendly and courteous manner. Direct
all calls in a timely and accurate manner, assisting with basic
questions whenever possible to provide great customer service.
Actively coordinate communications within the resort, including
guest tram service, emergency procedures, alarms, and life
safety.
ESSENTIAL JOB FUNCTIONS
-Promptly answer the telephone calls, greet callers with a positive
and clear voice. Listen attentively to the caller to ascertain the
purpose of the call to ensure connection to another department is
accurate.
-Accurately transcribe messages as requested. Input and retrieve
those messages when asked, reading and verbally reciting message
for the guest.
-Answer basic questions regarding the resort, amenities and
operations to prevent unnecessary transfers.
-Be responsive to guest's requests.
-Greet and welcome guests upon arrival. Register guests into the
computer, verifying reservation, address, and credit information.
Promote the Guest Loyalty Program and provide recognition and
benefits to all present members.
-Accept payment for guests' / member's accounts both at the time of
registration and at checkout. Maintain a house bank and make a
deposit and accurate report of receipts daily. Cash checks and
exchange currency for guests / members & owners.
-Answer phone in a timely manner. Respond & process requests for
late check outs, room changes, lock-outs, billing inquiries,
internet issues, and extension of stay. Keep activity log updated
to allow for proper follow-up. Ensure guest satisfaction, utilizing
the empowerment certificates when appropriate.
-Post miscellaneous charges as requested.
In addition to performance of the essential functions, this
position may be required to perform a combination of the following
supportive functions, with the percentage of time performing each
function to be solely determined by the manager based upon the
particular requirements of the hotel:
-Assist in handling mail and facsimiles and providing guest with
information regarding hotel facilities and local attractions.
-Book reservations for those guests who approach the Front
Desk.
-Perform other duties as assigned
-Following Security guidelines in checking ID's when releasing keys
or guest information.
-Overnight Shifts include printing all registration cards for the
next day and printing all of the folios for the departures for the
next day to be given to the bellman to deliver. Also, might require
the service professional to act as the manager on duty.
EDUCATION/EXPERIENCE
High school or equivalent education (GED) required.
REQUIREMENTS
-Must be able to speak, read, write and understand the primary
language(s) used in the workplace.
-Must be able to read and write to facilitate the communication
process.
-Requires good communication skills, both verbal and written.
-Must possess basic computational ability.
-Must possess basic computer skills.
-General knowledge of the city where hotel is located and its
attractions.
-Extensive knowledge of the hotel, its services and facilities.
-May be required: to apply common sense understanding to carry out
instructions furnished in written, oral, or diagram form; to deal
with problems involving several concrete variables in standardized
situations.
PHYSICAL DEMANDS
-Most work tasks are performed indoors. Temperature is moderate and
controlled by hotel environmental systems.
-Must be able to sit or stand for up to 8 hours in length.
-Must be able to exert well-paced ability to reach other
departments of the hotel on a timely basis.
-Must be able to exert well-paced ability in limited space.
-Requires grasping, writing, standing, sitting, walking, repetitive
motions, bending, climbing, listening and hearing ability and
visual acuity.
-General knowledge of the city where hotel is located and its
attractions.
-Extensive knowledge of the hotel, its services and facilities.
-May be required to apply common sense understanding to carry out
instructions furnished in written, oral, or diagram form; to deal
with problems involving several concrete variables in standardized
Talking and hearing occur continuously in the process of
communicating with guests, supervisors and other employees.
-Ability to spend extended lengths of time viewing a computer
screen.
-Vision occurs continuously with the most common visual functions
being those of near vision and depth perception.
-Must be able to lift up to 25 lbs. occasionally.
-Requires manual dexterity to use and operate all necessary
equipment.
-Must have finger dexterity to be able to operate office equipment
such as computers, printers, 10-key adding machine, electric
typewriter, multi-line touch tone phone, filing cabinets, FAX
machines, photocopiers, dolly and other office equipment as
needed.
WORK ENVIRONMENT
-Must be able to work effectively in a stressful environment,
communicate with others, and effectively deal with customers.
-Must be able to change activity frequently and cope with
interruptions.
Keywords: Innisbrook Resort, Palm Harbor , Front Desk Agent - PT, Sales , Palm Harbor, Florida
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