Front Desk Agent

Position Purpose & Summary 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.

Essential Functions

Conduct all check-in and checkout procedures for the hotel according to hotel standards

Have knowledge of Property Management System, Jonas, Jonas Activity Management, Kipsu, Sertifi, and Resqueue

Have knowledge of entire reservation procedures according to property procedures

Handle incoming calls to the property and answer calls promptly by the third ring in a courteous manner

Make pre-arrival calls and mid-stay check-in calls daily

Perform all accounting duties—including posting charges, account settlements, and shift closing

Maintain accurate daily event information and post the event sheet daily

Communicate member and guest questions and requests to appropriate departments and track requests

Be knowledgeable in hotel and guest room facilities/services

Be knowledgeable in hotel room rates and selling strategies

Have awareness of the resort credit policy, how to credit and bill reservations, and how to explain hotel bills and charges

Process all transmissions of reservations, changes and cancellations from all sources—telephone, mail, in person, etc.

Add alerts and comments to reservations that are necessary to ensure all guest needs are met

Block Cottage and Casita reservations to ensure maximum opportunity to sell three-bedroom units

Assist in taking reservations for hotel outlets and services

Be detail oriented to ensure that all relevant information is notated and all tasks are complete and communicate as needed with colleagues and other departments

Remain calm under pressure and use self-control in challenging situations

Conduct service recovery as needed to ensure that any guest issues are solved or escalated to appropriate departments before the guest departs

Review arrival report daily

Understand the property's policy on guaranteed and no-show reservations and cancellation policy and communicate to guests and members

Ensure 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

Deliver "I Am Proud" service standards and department-specific signature touch points

Establish cross-departmental channels of communication among teammates that are consistent and complete

Additional Duties and Responsibilities

Greet every guest, member, and team member with "I Am Proud" standards and set a positive tone for every interaction

Provide extraordinary service that is "Enriching by Nature"

Embrace, embody, demonstrate, and encourage wellness and the STRATA virtues through interactions, performance, and commitments

Uphold the Garden of the Gods Resort and Club's brand, culture, vision, mission, and values

Be empowered to make things go right if they go wrong

Give the guest/member a fond farewell

Address feedback by utilizing the LEARN Model

Demonstrate a professional appearance and be attentive to what matters most

Comply with company policies and procedures

Observe and adhere to safety guidelines

Answering, screening, and forwarding calls in a professional and courteous manner

Handling general phone inquiries about the organization

Directing external calls to designated departments or individuals

Transferring internal calls across departments and between staff

Relaying written or verbal messages in a timely and accurate manner

Keeping records of calls placed and charges incurred

Assisting with other administrative duties, including copying, scanning, faxing, and emailing

Marginal Functions

Perform other duties as assigned

Interface positively with other departments, offering assistance when needed

Displays care in use of equipment and maintains an organized and professional work environment

Position Requirements Minimum Knowledge & Skills

Must have basic knowledge of Microsoft Word and Excel

Formal Education and Job-Related Experience

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

License, Registration, and/or Certification Required

Valid Driver's License required

External and Internal Personal Contact Communications:

Daily

– Communicate with front desk agents, concierge, valet, Sales and Catering and housekeeping regarding reservations needs

Weekly

– Communicate with Concierge, front office and Sales departments to ensure upcoming reservations needs are communicated

Occasionally

– Participate in one‑on‑one coaching sessions

Teamwork and Collaboration:

This position requires continuous teamwork as well as internal and cross-departmental communication

Additional Licenses and/or Certifications Required

Valid Driver's License – YES

CPR Certification – NO

Food Protection Manager Certification – NO

Food Handler Certification – NO

Alcohol Server/Seller Certification – NO

Position Analysis/Specifications

Sitting – DAILY

Standing – DAILY

Walking – DAILY

Bending Over – DAILY

Crawling – DAILY

Reaching – DAILY

Crouching – DAILY

Kneeling – DAILY

Balancing – DAILY

Pushing / Pulling – DAILY

Lifting / Carrying 10 lbs. or less – DAILY

Lifting / Carrying 11 to 25 lbs. – DAILY

Lifting / Carrying 26 to 50 lbs. – DAILY

Lifting / Carrying 51 to 70 lbs. – DAILY

Manual Dexterity – DAILY

Fine Motor Skills – DAILY

Gross Motor Skills – DAILY

Eye / Hand Coordination – DAILY

Near Vision – DAILY

Far Vision – DAILY

Color Recognition – DAILY

Hearing – DAILY

Environmental Factors

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

Working Outside – NO

Working Inside – NO

Working Alone – NO

Working Closely with Others – NO

Excessive Cold / Heat – NO

Excessive Humidity / Dampness – NO

Noise / Vibrations – NO

Working Above Ground – NO

Working Below Ground – NO

Working with Chemicals / Detergents / Cleaners – NO

Working Around Fumes / Smoke / Gas – NO

Walking on Uneven Surfaces – NO

Operating Motorized Equipment or Vehicles – NO

Working Around/Near Machinery/Motorized Equipment – NO

Climbing on Scaffolds or Ladders – NO

Continuous use with a Computer and Keyboard – NO

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

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