The primary purpose of the Front Desk Agent/ Concierge is to perform all desk related functions including but not limited to checking guests in and out, making room reservations, giving recommendations, and providing directions. Conduct a site survey for any qualifying homes and establish specific SOP’s tailored for the residence: pre-stay Itinerary (profile) for arrival, reservation booking procedures & incentives, guest profile for services for the unit, arrival & departure, mid-stay services, amenities, and housekeeping services.
The Front Desk Agent/ Concierge will ensure guests have a pleasant experience. The individual is always polite, flexible and accommodating. The Concierge should be knowledgeable about the company and what it offers to guests. In addition, he or she is familiar with local businesses, venues and special events and listens to the requests made by guests, offering solutions or recommendations tailored to their needs.
Essential Duties and Responsibilities
1. Guest registration and room assignments, accommodating special requests whenever possible.
2. Possess a thorough knowledge of resort, rates, packages and discounts - how to handle them and how they relate to other departments.
3. Possess a thorough knowledge of resort credit and check cashing policies and procedures and adhere to them.
4. Develop a proficient knowledge of computer system.
5. Develop a proficient knowledge of unit locations, types, outlets, hours of operation and staff.
6. Notify housekeeping of late check-outs, early departures, special requests, and early check-ins.
7. Develop a working knowledge of the reservations department; accept same day and future reservations when necessary.
8. Know cancellation procedure, as well as guest check-out and special handling procedures.
9. File and post charges and credits to master and city ledger accounts.
10. Read and initial pass-on log, real bulletin boards daily for updated information.
11. Have a daily function sheet at your station.
12. Report any unusual occurrences and/or requests to management.
13. Answer phone by third ring using proper etiquette and modulations.
14. Keep the desk clean and neat using spare time and in proper uniform.
15. Maintain neat personal appearance in the public areas of the resort.
16. Use a favorable, attentive, and positive approach to all guests so that they get the best impression of the resort and its staff.
17. All clerks shall work flexible shifts.
18. Perform any reasonable request as directed by supervisor or management.
19. Be aware and utilize all safety procedures and caution on the job.
20. Responsible for information distribution to guests, homeowners, and day visitors. Answers questions and offers suggestions concerning on/off property events, activities and resources.
21. Coordination of concierge services pre-arrival with customer once reservation is made. Contact made two weeks prior to arrival.
22. Answers inquiries, offers suggestions, and provides descriptive literature pertaining to trips, excursions, sports events, concerts, and plays.
23. Verifies arrival and departure times, traces routes on maps, and arranges for baggage handling, transportation and other services requested by guests.
24. Coordination of customer requests (guest profile) with CRA operations staff.
25. Conduct a mid-stay interaction with customer to ensure expectations are being met, and review checkout procedures.
26. Networks with local vendors to provide accurate, timely information for guests.
27. Coordination of customer requests (guest profile) with outside vendors.
28. Acts as liaison to guests, homeowners and day visitors.
29. Assists Guest Services department in all aspects of guest comfort and needs
30. Responsible for Homeowner arrivals, VIP calls, mail, packages, faxes, and any other guest needs.
31. Meet and greet customer at residence day of arrival. Present all deliverables to guest and give personal tour of the residence.
32. Coordinate guest amenities (guest profile) to include purchasing, storing, and staging in residence.
33. Acts as a liaison between front desk agents and bell staff for guest assists during arrivals, departures, and cottage moves.
34. Complete the check-in process: signed registration card, keys, provide point of contact information, and secure MOP.
35. Assist with runs and errands around property.
36. Provides detailed information about resort amenities.
37. Handles guests and homeowner amenity cards.
38. Prepares any reports necessary for Guest Service team responsibilities.
39. Complete a departure survey with customer on the overall experience of the stay with CRA.
40. Other duties as assigned
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 requirements of the resort:
• Perform special projects and other responsibilities as assigned.
• Professionally represent the hotel in community and industry organizations and events.
• Participate as a team player with all departments.
• Provide constructive feedback to all departments.
• Be a leader and a role model to all employees.
· Any and all duties and responsibilities as assigned to you by Ownership or Senior Vice President and General Manager.
High school diploma or general education degree (GED). One year of related experience and/or training; or equivalent combination of education and experience. Previous experience with hotel management software is preferred. Strong interpersonal skills preferred.
Basic Required Skills
· 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.
· Most tasks are performed in a team environment with the employee acting as a team leader. There is minimal direct supervision. Must possess supervisory and management skills to communicate and express ideas and directives clearly to employees.
· Must possess basic computational ability. Must possess basic computer skills. Knowledge of computer accounting programs, math skills as well as budgetary analysis capabilities required.
· Advanced knowledge of the principles and practices within the rooms discipline and hospitality profession, including experiential knowledge for management of people and complex problems.
· Ability to study, analyze and interpret complex activities and/or information in order to improve new practices or develop new approaches. Ability to make decisions with only general policies and procedures available for guidance.
· Most work tasks are performed indoors. Temperature is moderate and controlled by hotel environmental systems.
· Must be able to sit at a desk for up to 5 hours per day. Walking and standing are required the rest of the working day. Length of time of these tasks may vary from day to day and task to task.
· Must be able to exert well-paced ability to reach other departments of the hotel on a timely basis.
· Must be able to lift items weighing in excess of 50 lbs. occasionally.
· Must be able to push and pull carts and equipment weighing up to 250 lbs. occasionally.
· Must be able to bend, stoop, squat and stretch to fulfill cleaning and inspection tasks.
· Requires grasping, writing, standing, sitting, walking, repetitive motions, bending, climbing, listening and hearing ability and visual acuity.
· Talking and hearing occur continuously in the process of communicating with guests, supervisors and subordinates.
· Vision occurs continuously with the most common visual functions being those of near vision and depth perception.
· 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, photocopiers, dolly and other office equipment as needed.