Overnight Front Desk Attendant at Big Cedar Lodge
To deliver friendly, professional service ensuring guest satisfaction when checking guest in and out of hotel.
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Smile, be alert and never leave the front desk unattended.
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Read Pre-shift daily. Be aware of all daily activities and meetings taking place in the resort.
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Register guest and assign rooms, accommodate special requests whenever possible.
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Assist in pre-registration and blocking of reservations when necessary.
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Develop a thorough knowledge of the room types, rates, packages and booking procedures.
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Notify housekeeping of all late check-outs, early check-ins and special requests.
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Maintain a high level of cleanliness in Front Desk area and lobby.
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Report all incidents of guest dissatisfaction to the front desk
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Assistant Manager/Director of Guest Services.
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Report all accidents or injuries that occur at Big Cedar to the front desk manager
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Prepare key packets and registration cards and include all materials to be distributed at check-in.
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Work with Group Sales to ensure a smooth check-in process for large groups.
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Assist guest with the highest level of professionalism possible.
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File room keys.
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Develop thorough knowledge of all office machines, computer, fax machine etc.
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Handle safety deposit boxes in accordance with property procedure.
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Use proper mail, package and message handling procedures.
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Seek opportunities to WOW our guests, make your MOD aware of opportunities or guest irritants that need attention.
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Will perform other duties as required
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Will learn and need to obtain knowledge on compass
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Writing - Communicating effectively in writing as appropriate for the needs of the audience.
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Basic Computer Skills - Using basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
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Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
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Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
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Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
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Analytical/Critical Thinking - The ability to gather and organize information using a logical and systematic process; recognize patterns and relationships in complex data; examine data to identify implications, problems and draw appropriate conclusions; generate alternative solutions to problems; evaluate strengths, weaknesses and consequences of alternative solutions and approaches to solving problems.
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Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.
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Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
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Number Facility - The ability to add, subtract, multiply, or divide quickly and correctly.
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Originality - The ability to come up with unusual or clever ideas about products, services or situations, or to develop creative ways to solve a problem.
Position Summary: To be responsible for resort operations during overnight shift hours, focusing on guest services inquiries and following end of day processes for property software
Key Responsibilities:
- Assist guests with late check-ins and early check-outs during overnight hours
- Assist guests with inquiries about resort operations and shuttle services
- Review and process no-show reservations and cancel as needed
- Reconcile room charges for Bluegreen Vacations properties and provide receipt copies to their front desk team
- Batch daily transactions in credit card processor for payment
- Process End of Day in property management system for all lodges
- File paperwork from individual outlets
- Respond to electronic communications from guests
- All other duties as assigned
- Collaborate with Security with guest needs
- Assist guest with dinning reservations and booking activities
Minimum Requirements:
Education and Experience:
- High school diploma or GED
- Customer Service Experience
- Experience with Excel
- Former overnight front desk experience, a plus