Department: Zehnder’s Splash Village Hotel and Waterpark
Position: Front Desk Agent
Reports To: Front Desk Supervisor
Function: To greet and receive guests at the front desk and perform all services in a consistent and courteous manner. To accurately collect, record, and handle funds and financial transactions relating to guests. Cooperates with other Splash Village employees ensuring that guests receive Zehnder’s quality service.
Work Performed:
• Check guests in and out using hotel security policy
• Place people in queuing system, assign rooms, message guests when room is ready, keep and update houkeeping log.
• Practices outstanding customer service to ensure guests needs are met to their full satisfaction.
• Uses cashiering and can clearly explain billing to the guest.
• Must be able to multi-task on several software programs including OPERA, IVY and OpenTable.
• Provide concierge service to guests for all the Zehnder’s properties, including Zehnder’s Restaurant and The Fortress Golf Course.
• Provide exceptional communication on general information the guest will need during their visit. Such as: waterpark bands, hours of operation and our billing policy.
• Resolve guest complaints, concerns and issues in a professional manner.
• Communicate guest’s needs to the appropriate department.
• Display an adept knowledge of the following software programs: OPERA, IVY and OpenTable.
• Promotes future sales through guest contact and interaction.
• Any other tasks or duties as assigned by management.
Physical Requirements: Must be able to stand for an 8-hour shift.
Education Requirements: High school diploma or equivalent.
Other Requirements: Must demonstrate exceptional verbal and written communication skills and possess excellent telephone etiquette. Must be able to successfully resolve issues for guests. Must possess a willingness to learn, change and grow. Must have basic computer keyboard experience, good communication and verbal skills and customer service oriented. Ability to calculate figures and amounts such as discounts and percentages. Must possess knowledge of Microsoft Windows and Office. Must maintain a position of good standing (no disciplinary actions or formal discussions concerning performance or customer service procedures against employee). Must be available to work nights, weekends and holidays.
Age Requirements: Must be 18 years of age or older.
