Front Desk Agent

Position Purpose & Summary

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The front desk agent will assist guests and members with all queries via email and phone, guest arrivals and departures; make reservations, cancellations and answer questions on rates, hotel facilities, and services with efficiency and professionalism.

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Essential Functions:

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• Conduct all check in and checkout procedures for the hotel according to hotel standards
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• Have knowledge of Property management system, Jonas, Jonas Activity management, Kipsu, Sertifi, and Resqueue.
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• Have knowledge of entire Reservation procedure according to property procedures.
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• Handle incoming calls to the property and answer calls promptly by the third ring and in a courteous manner.
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• Makes pre arrival calls and mid stay check in calls daily.
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• Performs all accounting duties including posting charges, account settlements, and shift closing.
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• Maintains accurate daily event information. Maintains daily posting of event sheet.
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• Communicates member and guest questions and requests to appropriate departments and tracks requests.
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• Knowledgeable in hotel and guest room facilities/services.
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• Knowledgeable in hotel room rates and selling strategies.
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• Have awareness of the credit policy of the resort, how to credit and bill reservations and how to explain hotel bills and charges.
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• Process all transmissions of reservations, changes and cancellations from all sources, telephone, mail, in person, etc.
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• Adds alerts and comments to reservation that are necessary to ensure all guest needs are met.
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• Blocks Cottage and Casita reservations to assure maximum opportunity to sell three-bedroom units.
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• Assists in taking reservations for hotel outlets and services.
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• Is detail oriented to ensure that all relevant information is notated, and all tasks are complete and communicates as needed with colleagues and other departments
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• Is calm under pressure and uses self-control in challenging situations.
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• Conducts service recovery as needed to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs.
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• Review arrival report daily.
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• Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicates to guests and members.
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• Ensures that proper telephone manners are always maintained, treating every guest with courtesy and respect in a warm friendly manner and addressing the guest by name.
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• Deliver "I Am Proud" service standards and department-specific signature touch points.
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• Establish cross-departmental channels of communication among teammates that are consistent and complete.
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Additional Duties and Responsibilities:

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  • Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction.
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  • Provide extraordinary service that is "Enriching by Nature."
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  • Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments.
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• Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values.
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• Be empowered to make things go right if they go wrong.
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• Give the guest/member a fond farewell.
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• Address feedback by utilizing the LEARN Model.
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• Demonstrate a professional appearance and be attentive to what matters most.
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• Comply with company policies and procedures.
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• Observe and adhere to safety guidelines.
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• Answering, screening, and forwarding calls in a professional and courteous manner.
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• Handling general phone inquiries about the organization.
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• Directing external calls to designated departments or individuals.
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• Transferring internal calls across departments and between staff.
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• Relaying written or verbal messages in a timely and accurate manner.
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• Keeping records of calls placed and charges incurred.
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• Assisting with other administrative duties, including copying, scanning, faxing, and emailing.
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Marginal Functions:

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• Perform other duties as assigned.
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• Interface positively with other departments, offering assistance when needed.
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• Displays care in use of equipment and maintains an organized and professional work environment.
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Position Requirements:

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Minimum Knowledge & Skills:

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• Must have basic knowledge of Microsoft Word and Excel.
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Formal Education and Job-Related Experience:

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• This position requires a minimum formal education of a high school diploma. Some experience with Opera property management system, though not required, would be beneficial.
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License, Registration, and/or Certification Required:

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• Valid Driver's License required
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External and Internal Personal Contact:

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Communications:

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• Dail y - Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations needs
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• Weekly - Communicate with Concierge, front office and Sales departments to ensure upcoming reservations needs are communicated
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• Occasionally - Participate in one-on-one coaching sessions.
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• Teamwork and Collaboration: This position requires continuous teamwork as well as internal and cross-departmental communication.
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Additional Licenses and/or Certifications Required:

YES

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NO

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Valid Driver's License

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X

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CPR Certification

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X

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Food Protection Manager Certification

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X

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Food Handler Certification

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X

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Alcohol Server/Seller Certification

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X

Position Analysis/Specifications:

N/A

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(Not Applicable)

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OCCASIONAL

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FREQUENTLY

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Sitting

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X

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Standing

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X

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Walking

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X

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Bending Over

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X

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Crawling

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X

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Reaching

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X

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Crouching

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X

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Kneeling

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X

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Balancing

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X

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Pushing / Pulling

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X

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Lifting / Carrying:

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10 lbs. or less

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X

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11 to 25 lbs.

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X

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26 to 50 lbs.

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X

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51 to 70 lbs.

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X

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Manual Dexterity

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X

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Fine Motor Skills

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X

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Gross Motor Skills

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X

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Eye / Hand Coordination

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X

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Near Vision

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X

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Far Vision

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X

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Color Recognition

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Hearing

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Environmental Factors:

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Environmental factors may include indoor setting with overhead lighting and comfortable ventilation. Significant portions (more than 50%) of daily assignments involve application of manual skills requiring motor coordination in combination with finger dexterity, e.g., typing, handwriting, or machine operations. May occasionally be called upon to work in all areas of the property, both inside and outside, possibly in inclement weather.

YES

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NO

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Working Outside

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X

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Working Inside

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X

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Working Alone

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X

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Working Closely with Others

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X

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Excessive Cold / Heat

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X

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Excessive Humidity / Dampness

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X

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Noise / Vibrations

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X

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Working Above Ground

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X

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Working Below Ground

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X

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Working with Chemicals / Detergents / Cleaners

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X

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Working Around Fumes / Smoke / Gas

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X

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Walking on Uneven Surfaces

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X

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Operating Motorized Equipment or Vehicles

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X

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Working Around/Near Machinery/Motorized Equipment

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X

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Climbing on Scaffolds or Ladders

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X

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Continuous use with a Computer and Keyboard

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X

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Leader Signature:

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Date:

A commitment to service excellence has permitted our company to be recognized for delivering extraordinary guest and member experiences. Success and growth in the future are dependent upon our ability to take Garden of the Gods Resort and Club (GGRC) to the next level. For this reason, our most important continuing objective is to provide unparalleled service and hospitality from the heart.

The collective strength of the GGRC team is derived from the individual effort and dedication of every team member. The full use of your knowledge, experience, ability, and energy is important to our success as we work together for excellence.

To be successful, your individual initiative, passion and commitment as well as thoughtful participation as a member of different teams in which you work is required. Individual effort in the performance of your own duties, and positive and productive interactions with others, both internal and external to the company, are crucial.

In addition, we value and encourage your creativity, your continuous improvement and personal development, and your feedback on operations and how they may be improved.

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Team Member Signature:

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Date:

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The Garden of the Gods Resort and Club offers a diverse, dynamic, and thriving environment that supports career development for all our team members .