Reports to: General Manager/Events Manager
The Front Desk Agent role at The Mansion at Keuka Lake is one that is critical to our customers’ perception of their stay with us. In addition to the typical Front Desk responsibilities detailed below, this role requires taking initiative to resolve sometimes unexpected situations with a calm professional attitude and ensuring a smooth transition between business days. Must be friendly, personable, and have a service-oriented manner with strong problem-solving skills.
- Greet and assist guests with check-ins, check-outs, and room inquiries
- Obtain or confirm guest information, assign room, activate and distribute room keys, etc.
- Monitor property security and guest safety during evening & overnight hours
- Respond promptly to guest requests, complaints, or emergencies
- Complete front desk duties such as answering phones, processing payments, and maintaining records
- Ensure lobby and front desk areas are clean and organized
- Be informed and up-to-date on all types of room accommodation and availability.
- Inform guests of hotel amenities and offerings.
- Provide local information on restaurants, special sites, activities, etc. as required.
- Resolve customer complaints, problems and address service requests calmly and effectively.
- Notify management of any serious issues that you cannot resolve.
- Report preparation for hotel and other departments as required.
- Perform various clerical tasks as needed (sorting mail, paper filing, other tasks as assigned by management).
- High School diploma or GED equivalent required.
- Previous experience in customer service and/or hospitality industry required.
- Ability to work independently and take initiative to manage customer issues and concerns
- Experience with hotel booking software a plus.
- Computer literate and proficient using Microsoft Office Suite.
- Organized and detail-oriented; professional phone demeanor and excellent customer service skills.
- Ability to connect with guests and consistently give them a positive customer experience.
- Managing guest service requests manually, on the phone and on the computer.
- Ability to maintain calm, polite and patient manner in stressful situations.
- Constantly walking, standing, hearing, seeing and talking.
- Frequent use of eye/hand coordination and handling.
- Occasionally balancing, bending, reaching, twisting, sitting, holding, wrist motion, reading and stooping.
- Occasionally pushing and pulling up to a maximum of 40lbs for distances up to 400ft.
- Must be able to work long hours, occasionally.
Work performed primarily in indoor office/building environments with occasional hot and cold temperature changes. Employee will be required to stand and walk on floors. The noise level in the work environment is low to moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
