Position Summary/ Objective
Under the direction of the Front Desk Supervisor and/or Manager, the Front Desk Agent will be responsible for providing exceptional guest service to guests, owners, supervisors and associates in a warm and friendly manner. Associate will work independently or in a team under little to no supervision. This position relies on good judgment to perform the functions of ... the job.
Primary Essential Functions
• All associates are obligated to support and uphold the values, expectations, policies, and procedures of Grand Pacific Resorts as outlined in the Employee Handbook.
• Check guests/owners in and out of the resort, answering any questions they may have.
• Meet and exceed guest/owner expectations by providing exceptional customer service by phone or in person.
• Answer a high volume of inbound calls from guests/owners.
• Communicate effectively with guests, owners, supervisors and associates.
• Resolve customer complaints and problems calmly and effectively.
• Obtain or confirm guest information, assign rooms, and activate and distribute keys.
• Occasionally assist guests with loading or unloading luggage utilizing the staircase if necessary.
• Occasionally deliver guest request items to and from rooms.
• Responsible for conducting all responsibilities in a professional and ethical manner.
• Responsible for maintaining a consistent, regular attendance record.
• Adhere to performance standards, company policies and procedures, as they relate to the department.
Education, Skills & Experience
The ideal candidate must be a detail oriented, thorough, and professional individual who consistently provides exemplary customer service to guests, owners, management and associates.
• 1+ years of related experience, preferably within the hospitality industry.
• Professional telephone etiquette is required.
• High school diploma or equivalent.
• Excellent communication and organizational skills.
• Experience in the hospitality industry (time share preferred).
• Ability to work well in a diverse team environment.
Additional Eligibility Qualifications Required
• Must be available to work various shifts including weekends and holidays.
• Must be able to successfully pass applicable auditions or skill testing, background check, physical examination and drug screening test.
• Ability to speak and understand the English language.
Physical, Environmental & Other Requirements
• Must be able to stand and/or walk for up to 8 hours.
• Must also be able to sit, stoop, kneel, crouch and crawl.
• Must frequently lift and/or move up to 10 pounds and occasionally required to lift and/or move up to 25 pounds.
• Clear vision (close, distant and depth perception) is needed for navigating office and all other buildings within the resort.
EEO Statement
Grand Pacific Resorts provides equal employment opportunities (EEO) to all associates and applicants for all terms and conditions of employment, in every location in which the company has facilities, regardless of any basis protected by applicable federal, state or local law.
Other Duties
• Please note that this job description does not list all the duties of the job. You may be instructed by upper management to perform other tasks or functions.
• You will be evaluated in part based upon your performance of the tasks listed in this job description and your ability to commit to the Standards of Excellence.
• Management has the right to revise this job description at any time.
• The job description is not a contract for employment
