Front Desk Agent

About the Role

Front Desk Agents are the primary liaison between The Ranch and our guests, representing the property throughout their stay. Agents handle arrival and departure procedures, ensuring Forbes 5-Star standards are met, along with various other aspects of guest services. Agents are responsible for managing guest requests by providing the highest possible guest service and product.

Key Responsibilities

• Maintain knowledge of scheduled daily activities, Ranch features and services, accommodations, arrivals and departures, and hours of operation for various Ranch outlets. Use this knowledge to perform effective and efficient guest services.
• Address guest concerns, requests, and special requirements by facilitating inter-departmental communication to assure guest requests are handled in a timely manner and to the highest standards.
• Relay accurate information to guests regarding local attractions and activities, as well as on-site Ranch activities, spa treatments, and food and beverage events.
• Manage the arrival process by preparing welcome cards, printing registration cards and waivers, performing check-in, and initiating the Ranch property tour in the Granite Lodge. Perform a final inspection when placing welcome materials in accommodations.
• Learn the Property Management System to maintain reservations, review arrivals prior to check-in, troubleshoot incorrect folio postings, and update guest records.
• Manage the departure process by checking folio records in advance of departure, posting charges, processing adjustments and package allowances, and answering guests’ final questions.
• Promote teamwork and quality service through daily communication and coordination with other team members.

Requirements & Tech Stack

• High School Diploma required.
• Customer Service experience required.
• Microsoft Word, Excel, and Power Point proficiency required.
• Valid driver’s license.

Qualifications

• College or University qualifications beneficial.
• Front Desk or hotel operations experience preferred.
• Ability to clearly communicate with guests, management, and coworkers to their understanding.
• Ability to provide legible written communication.
• Agent will make active efforts to influence events to achieve the delivery of superior customer service to all guests.
• Considerate of the feelings and needs of others and responds to the needs of others with a sense of urgency.
• Willingness to do what it takes to get the job done right, focusing on problem prevention for individual or group efforts.
• Attention to detail that ensures superior performance.
• Ability to perform assignments with minimal supervision and focus attention on details to ensure superior performance.
• Ability to ensure security and confidentiality of guest and company information.
• Effective expression in individual or group situations (includes gestures and non-verbal communication).
• Effective expression of thoughts and messages in written format (includes clarity, grammar, spelling, conciseness, etc.).
• Actions are consistent with overall Ranch goals and objectives, facilitating inter-department and inter-ranch cooperative actions.
• Ability to work cohesively with co-workers as part of a team.