Front Desk Agent

Position Summary:

Assist members and guests in all front office-related areas in an efficient, courteous, and professional manner that maintains high standards of service and hospitality

Duties, Tasks and Responsibilities:               

• Registers members and guests and assigns rooms; complies with special requests whenever possible.
• Assists in pre-registration and “blocking” of rooms for registration purposes.
• Follows proper credit, cash, checking and cash-handling policies and procedures.
• Monitors room status information.
• Knows room locations, types of rooms available and room rates.
• Uses suggestive selling techniques to sell rooms and to promote other services of the club.
• Coordinates room status updates by notifying Housekeeping of all check-outs, late check-outs, early check-ins, special requests and part-day rooms.
• Takes same-day reservations and future reservations when necessary.
• Manages room key system.
• Operates front-office equipment.
• Processes member and guest check-outs.
• Posts and files all charges to members’ and other accounts.
• Follows procedures for issuing and closing safe deposit boxes used by members and guests.
• Uses proper telephone etiquette.
• Processes mail, packages and messages.
• Reads and initials the pass-on log and bulletin board daily; knows of daily activities and meetings taking place in the club.
• Attends department meetings.
• Coordinates guestroom maintenance work with the Engineering and Maintenance departments.
• Reports unusual occurrences or requests to the Front Office Manager.
• Familiar with all safety and emergency procedures and accident prevention policies.
• Maintains the cleanliness and neatness of the front-desk and lobby areas.
• Operate the gift shop or any other retail outlet when scheduled.
• Performs other appropriate tasks assigned by the Front Office Manager, Night Manager, and Front Desk Supervisor.

Skills/Knowledge:

• Able to operate the electronic property management system.
• Knowledge of procedures for making reservation, checking members and guests into and out of guest rooms, and for accepting and accounting for room and related payments.
• Knowledge of and ability to perform required role during emergency situations.

Education and/or Experience:

• High School diploma or GED equivalent desirable

Licenses and Special Requirements:

None

Physical Demands and Work Environment:

• Occasional bending, stooping, lifting and pulling.
• Frequent sitting, walking and standing.
• Continuous repetitive actions.
• Walking Members and Guests checking in to their rooms in a variety of weather conditions.