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. The Front Desk Agent is the first person that our guests and potential guests encounter, typically. Having a friendly, service-oriented manner is required. The person who fills this role will take reservations, provide information about available rooms and rates, check guests in and out of rooms, direct calls, process payments and answer all guests’ questions and concerns. Must be personable and have outstanding interpersonal communications skills.
- Greet guests with a welcoming smile and friendly demeanor.
- Perform all guest check-in and check-out procedures.
- Obtain or confirm guest information, assign room, activate and distribute room keys, etc.
- Collect payment for room charges and other fees.
- 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.
- Take and deliver messages for guests.
- Resolve customer complaints, problems and address service requests calmly and effectively.
- Notify management of any serious issues that you cannot resolve.
- Communicate with Housekeeping, Room Service and Maintenance staff as necessary.
- Report preparation for hotel and other departments as required.
- Assist the Events Department with various tasks, administrative issues and reports creation.
- 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.
- Experience with hotel booking software a plus.
- Computer iterate 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.
- Occasionally lifting and carrying up to a maximum of 55lbs., alone 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.
